What is a complaint?
A complaint is any negative feedback, remark, criticism, or dispute expressed by a client regarding a service provided by Simac PSF.
How to submit a complaint?
We invite you to first contact your usual point of contact (Account Manager, technical contact, or the administrative department). They will attempt, whenever possible, to resolve your issue immediately and will provide you with the customer complaint form if necessary.
You may also submit a complaint through:
- The contact form on the website
- By postal mail: Management – Simac PSF S.A.
- 2 rue Léon Laval
- L-3372 Leudelange
Information to provide when submitting a complaint
Please provide us with:
- your full name;
- your address and telephone number;
- the nature of the issue encountered (administrative, financial, commercial, technical…);
- a complete and factual description of the situation;
- where applicable, any reference related to an invoice, an intervention, or any relevant document.
What happens after you submit your complaint?
Step 1 – Receipt and handling
Any complaint received by a Simac PSF employee is immediately forwarded to the Complaints Handling Officer, officially appointed with the CSSF.
An acknowledgement of receipt or an initial response will be sent to you within 3 business days.
Step 2 – Analysis and response
Simac PSF will gather all necessary information and objectively assess your request.
A response will be provided within a maximum of one month from the date the complaint is received.
If additional time is required, you will be informed on a monthly basis of the progress of the process.
In case of refusal, the reasons will be communicated to you, and you will be reminded of the CSSF’s complaint procedure.
Step 3 – CSSF out-of-court dispute resolution procedure
If no satisfactory response has been provided, you may submit a complaint to the CSSF within one year of your initial complaint to Simac PSF.
The CSSF intervenes as a mediator and has no binding decision-making power.
Applicable regulations
This procedure complies with:
- CSSF Regulation No. 16-07,
- CSSF Circular 17/671,
- the obligations applicable to Professionals of the Financial Sector (PSF).
Simac PSF publishes on its website all mandatory information related to complaint handling.