Making a complaint

At RCB Bank Ltd, we care about our clients and aim to maintain high standards of customer service. We are always monitoring our own performance and looking for ways to improve client satisfaction.

Even with the best of intentions, we know things can go wrong. If that happens, we encourage our clients to advise us of their complaints, so that we have an opportunity to put matters right and resolve any concerns as quickly as possible.

So, if for any reason you are not entirely satisfied with any aspect of our service, or if you feel we have treated you unreasonably, or if you feel you know how we can improve our standard of service in some way, please let us know as soon as possible. Your views are important to us and your feedback is key to improving the products and services we offer.

If you are not satisfied with any aspect of our service or products, please contact us as soon as possible as follows:

In person

At any RCB branch.

By phone

Contact one of our dedicated staff or your account manager by calling
RCB Telephone Banking.

In writing
  • By e-mail at feedback@rcblu.com;
  • By mail at 3, rue Pierre d’Aspelt L-1142 Luxembourg;
  • By fax at +352 27 17 2787.
Online

If you are an existing customer and use RCB Online Banking service, the quickest way is to complete a “Compose a message to the bank” form to send us an email once you have logged on.

In order to resolve your complaint, it is important that you give us as much information as possible. When you contact us, please provide us with as much of the following information as you can:

  • Your name and surname;
  • The date of the incident(s);
  • The details of the incident(s) and the nature and reason for your complaint;
  • Documentary evidence including supporting documents, if any;
  • Contact details - your phone number or other preferred method of contact. If you wish to be called only at certain hours, please let us know.

If the complaint relates to an employee of the Bank:

  • The name of the employee involved in the incident.

Once we receive this information, we will be able to investigate your complaint and work towards a resolution. Your client manager will inform you of the result within 14 working days.

Whatever your reason for contacting us, we will take the matter seriously and handle it with the utmost confidence.

Not satisfied with the outcome of a complaint?

If you are an individual, or a legal entity, trust or charitable entity that can be categorised as a consumer under the legislation governing the creation and operation of an Out-of-Court Resolution framework in Luxembourg (CSSF, Commission de Surveillance du Secteur Financier), you are entitled to escalate a complaint to the CSSF if the solution or action taken/provided by the Bank is not to your satisfaction.

A complaint to the CSSF should be filed from the receipt of the response from the Bank if you are not satisfied with the resolution or if the Bank does not respond at all within one month from the date at which the Complaint was sent.

The CSSF can be contacted at:

  • Email: reclamation@cssf.lu
  • Address: Commission de Surveillance du Secteur Financier, Department Juridique, 110, route d'Arlon, L-1150, Luxembourg
  • Fax: +357 22672881

CSSF Online Complaint Form: http://www.cssf.lu/fileadmin/files/Formulaires/Reclamation_111116_EN.pdf