Luxembourg Complaint Handling Procedure

BlackRock (Luxembourg) S.A.
35a, avenue J.F. Kennedy
L-1855 Luxembourg
Grand Duchy of Luxembourg

Client satisfaction is very important to us and to that end, BlackRock has in place a complaint handling process. If you think that we have not met your expectations with any aspect of the service you have received and you wish to complain, please contact our office as shown above or contact us on:

E-mail: GroupLuxembourgCompliance@blackrock.com

At BlackRock, we take all complaints seriously and will investigate them according to the guidelines below. This process is free of charge. BlackRock is committed to investigating all complaints competently, conscientiously and impartially. If you are contacting us via email, you can support us in this by attaching all information or documents relevant to the matter to your correspondence to ensure that your submission is handled efficiently.

We will endeavour to clarify your request promptly and commit to the following actions upon receipt of a complaint:

  • We will ensure that an employee of appropriate seniority, commences an investigation.
  • You can expect to receive a written acknowledgement to your initial complaint no later than 5 business days.
  • We will keep you informed of the progress of the complaint.

If there are any unplanned delays and we are unable to resolve your concern within 1 month after receipt, you will be notified. We will send you a reply that explains why we are still not in a position to make a final response, also indicating by when we expect to be able to provide a final response.

If, after receiving our final response, you are not satisfied, you can raise the complaint to the Conducting Officer in charge of complaints handling at the above address. If you are unhappy with our response or if we were not able to provide a final response within 1 month, you may also be eligible to refer this directly to the Commission de Surveillance du Secteur Financier (‘CSSF’). This must be done within 1 year of the initial complaint being raised with BlackRock.

If you decide to file a complaint to the CSSF, it may be either submitted in English, Luxembourgish, German or French on the following contact details.

Commission de Surveillance du Secteur Financier
Address: Département Juridique CC
283, route d’Arlon
L-2991 Luxembourg

Online via CSSF website: https://www.cssf.lu/en/customer-complaints/
E-mail: reclamation@cssf.lu

Further information on this process and on applicable regulation can be found on the CSSF website:
https://www.cssf.lu/en/customer-complaints/