Natixis Corporate & Investment Banking is committed to providing you with excellent customer experience through the delivering of our products and services. If you are not satisfied with our products or services, you can submit a complaint:

• By email:

ENTER YOUR CLAIM ONLINE

• By post at the address listed below:

Natixis - Luxembourg

51 Av. John F. Kennedy
1855 Luxembourg
Luxembourg

In line with local regulatory requirements, we commit to acknowledging receipt of your complaint within 10 banking days. Our confirmation will include details about the contact partner handling your complaint as well as the anticipated time to deal with it.

A response will be provided to you within a reasonable period of time, normally not exceeding 30 banking days, taking into account the nature and complexity of the complaint.

If we are able to resolve your complaint or provide a response within 10 working days of receiving your complaint, we may combine the acknowledgement of your complaint with the response.

For complaints concerning a payment service, Natixis Corporate & Investment Banking undertakes to provide you with a response within fifteen (15) working days of receipt of your complaint, except in exceptional situations where a response will be provided to you no later than thirty-five (35) days

Our goal is to address all complaints directly. However, if you feel that your complaint has not been adequately resolved despite our best efforts, you have the right to refer the matter to the ombusdman competent local regulator for complaints in Luxembourg - CSSF (Commission de Surveillance du Secteur Financier) - if you deem it necessary :

1. by filling in the online complaint form where all relevant documents can be attached
2. 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 email to the following address: reclamation@cssf.lu

For complaints related to payment services (DSP2 EU directive), you can refer to THE EUROPEAN COMMISSION which provide an online service for dispute resolution.

This service is available through the link here.