Complaints handling
Complaints may be sent by post to :
Tareno (Luxembourg) S.A.
Chief Compliance Officer
3, rue de la Poste
L-2346 Luxembourg
or by e-mail to: complaints@tareno.lu
Tareno (Luxembourg) S.A. will deal with each complaint as quickly as possible.
In simple cases, the claimant will receive a reply within a maximum of 10 days from the date of receipt of the letter of complaint. In more complex cases, an acknowledgement of receipt will be sent to the claimant within ten days. In all cases, Tareno (Luxembourg) S.A. will respond to the claimant within one month of receipt of the complaint. If it is not possible to provide a response within the aforementioned period of one month, the claimant will be contacted by Tareno (Luxembourg) S.A. to explain the reasons for the delay and the estimated date of response.
If the response given by Tareno (Luxembourg) S.A. does not satisfy the claimant, the latter may contact the CSSF within the framework of the out-of-court complaints procedure:
Commission de Surveillance du Secteur Financier (CSSF)
Département Juridique CC
283, route d’Arlon
L-2991 Luxembourg
https://www.cssf.lu/en/customer-complaints/
E-mail : reclamation@cssf.lu