Executive summary of the Complaint Procedure for Standish Management (Luxembourg) (the “Company”)

The Company is committed to providing high-quality service to its customers and takes particular care in handling the complaints it receives.

To ensure that your request is handled effectively, any claim addressed to the Company should be sent to the attention of the contact person in charge of your file and/or to office@standishmanagement.lu. The complaint can be sent either in French or in English. The Authorized Manager in charge of the Client complaints centralizes all complaints.

The Company will acknowledge your request within 10 days and will provide you a response to your claim within 30 days of receipt (if there is a delay Halsey will inform you on the causes of this delay within the 30-day timeframe and indicate the date at which the examination of the complaint is likely to be achieved).

In the event that the response you receive does not meet your expectations, we suggest the following:

  • Initially, you may wish to contact the Authorized Manager in charge of Client complaints;
  • If the response from the Authorized Manager in charge of Client complaints does not resolve the claim, you may wish to contact Company’s Supervisory Authority, the Commission de Surveillance du Secteur Financier (Financial Sector Supervisory Authority):
    • by filling in the online complaint
      form where all relevant documents can be attached;
    • or by sending the completed complaint form (PDF) :
      • either by mail (simple mailing, no registered letter required) to the following address:
        Commission de Surveillance du Secteur Financier
        Département Juridique CC
        283, route d’Arlon
        L-2991 Luxembourg
      • or by fax using the following number:(+352) 26 25 1-2601;
      • or by e-mail at the following address: reclamation@cssf.lu.

The CSSF circular on the out-of-court complaint resolution can be found on the website, indicated hereunder: http://www.cssf.lu/fileadmin/files/Lois_reglements/Legislation/RG_CSSF/RCSSF_No16-07eng.pdf

Furthermore, the CSSF procedure on customer complaints is available at the following address: https://www.cssf.lu/en/customer-complaints/.