Lodge a complaint

Submitting a complaint 

Complaints may be submitted to ING Luxembourg's Complaints department by post, email or secured message via My ING: 

ING Luxembourg S.A.
26 Place de la Gare
L-2965 Luxembourg

 

The claimant must clearly indicate his or her contact details and provide a brief description of the complaint.

 


The processing of complaints

When a complaint is received, it is transferred to the department concerned to be processed.

Acknowledgement of receipt is sent to the claimant within 10 working days of receiving his/her complaint, except in cases where a response to the complaint has already been provided within this time frame. If possible, the claimant will be notified of the name and contact details of the person processing his/her complaint.

ING Luxembourg endeavours to provide a response within one month of receiving the complaint. Should it not be possible to provide a response within this period, the claimant will be informed of the reasons for the delay and when processing of the complaint is likely to be finished.

If the claimant does not receive a response or a satisfactory response, he/she may submit the complaint in writing by post or by email to the Management Committee's head of complaints:

Mr Bernard LHERMITTE,
Management Committee OPS & IT
ING Luxembourg S.A.
26 Place de la Gare
L-2965 Luxembourg

Out-of-court complaint resolution

If the director in charge at ING Luxembourg is unable to provide the claimant with a satisfactory response, he/she may file a request for an out-of-court complaint resolution, in accordance with CSSF regulations in force.

Financial Sector Supervisory Commission (CSSF)

Complaint related to personal data resolution

If ING Luxembourg is unable to provide the complainant with a satisfactory response, the complainant may file a request directly to the National Commission for Data Protection (CNPD) or to the Financial Sector Supervisory Commission (CSSF). 

National Commission for Data Protection (CNPD).

For more information: 

http://cnpd.public.lu/


Financial Sector Supervisory Commission (CSSF)

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