Luxembourg

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Wolfsberg Questionnaire

Making a Complaint

State Street Bank Luxembourg S.C.A. (“SSBL”) defines a customer complaint as a written communication expressing either dissatisfaction with State Street’s general level of service and/or a recurring service issue. To ensure concerns or complaints are handled in the most effective manner possible and in accordance with the legal requirements set out in Luxembourg CSSF regulation no 13-02 relating to the out-of-court resolution of complaints, please select the appropriate legal entity below and follow the two steps to register a complaint.

State Street Bank Luxembourg S.C.A.

Step 1: Contact State Street Bank Luxembourg S.C.A. directly.
You have the possibility to escalate your complaint to the Authorized Management of State Street Bank Luxembourg S.C.A.‘s attention using the following contacts:

State Street Bank Luxembourg S.C.A.
49 Avenue J. F. Kennedy
L-1855 Luxembourg
Luxembourg
Tel: +352 464 0101
Mailing Address:
Box 275
L-2012 Luxembourg

Please contact directly either your dedicated Client Relationship Manager (“CRM”) or Business Unit head -Customer Service Officer (“CSO”).

Once either the CSO or CRM has such a complaint it is elevated to the Authorized Management of State Street Bank Luxembourg S.C.A.

Compliance Group
As a second option you can contact as well our Chief Compliance Officer who will handle your complaint in accordance with internal procedures and escalate to the Authorized Management of State Street Bank Luxembourg S.C.A.

Chief Compliance Officer
Tel: +352 464 0101
Email: LuxembourgCompliance@statestreet.com

Step 2: Contact the Commission de Surveillance du Secteur Financier (« CSSF »)
If within 10 business days after the receipt of the claim you do not have had received at least an acknowledgment of receipt or if within one month after having sent your complaint to SSBL’s attention you are not satisfied with the answer from the authorized management you can file a request for out-of-court complaint resolution with the CSSF.

http://www.cssf.lu/en/financial-consumer-protection-and-education/complaints/

State Street Services (Luxembourg) S.A.

Step 1: Contact State Street Services (Luxembourg) S.A. directly.
You have the possibility to escalate your complaint to the Authorized Management of State Street Services (Luxembourg)‘s attention using the following contacts:

State Street Services (Luxembourg) S.A.
47 Avenue John F. Kennedy
L-1855 Luxembourg
Tel: +352 2711 001

Designated responsible for client complaints
Please contact directly our dedicated responsible for client complaints who will elevate your complaint to the Authorized Management of State Street Services (Luxembourg) S.A.

Peter Corry, Managing Director – State Street Services (Luxembourg) S.A.
Email: peter.corry@ais.statestreet.com

Tel: +352 27 11 00 45

Step 2: Contact the Commission de Surveillance du Secteur Financier (« CSSF »)
If within 10 business days after the receipt of the claim you do not have had received at least an acknowledgment of receipt or if within one month after having sent your complaint to State Street Services (Luxembourg) S.A.’s attention you are not satisfied with the answer from the authorized management you can file a request for out-of-court complaint resolution with the CSSF.

http://www.cssf.lu/en/financial-consumer-protection-and-education/complaints/

 

State Street Bank International GmbH, Luxembourg Branch.

Step 1: Contact State Street Bank International GmbH, Luxembourg Branch directly.
You have the possibility to escalate your complaint to the Bank’s Authorized Management attention using the following contacts:

State Street Bank International GmbH, Luxembourg Branch
49 Avenue John F. Kennedy
L-1855 Luxembourg
Tel: +352 464 0101

Designated responsible for client complaints
Please contact directly our dedicated responsible for client complaints who will elevate your complaint to the Authorized Management of State Street Bank International GmbH, Luxembourg Branch.

Ms. Jan Kooy, Branch Manager – State Street Bank International GmbH, Luxembourg Branch.
Email: jkooy@statestreet.com

Tel: +352 464 010 981

Step 2: Contact the Commission de Surveillance du Secteur Financier (« CSSF »)
If within 10 business days after the receipt of the claim you do not have had received at least an acknowledgment of receipt or if within one month after having sent your complaint to State Street Bank International GmbH, Luxembourg Branch’s attention you are not satisfied with the answer from the authorized management you can file a request for out-of-court complaint resolution with the CSSF.

http://www.cssf.lu/en/financial-consumer-protection-and-education/complaints/