Complaint

INFORMATION SHEET – COMPLAINTS PROCEDURE

i-Hub endeavours to provide you with a quality service. We have a procedure for management and processing of complaints, enabling you to notify us of any difficulties encountered when using our services. Our complaints management procedure has been established in line with CSSF Regulation no. 16-07.

How is your complaint dealt with by i-Hub?

You can send your complaint:

  • Via our form accessible below
  • Via our i-Hub Help Center
  • By e-mail to the following e-mail address: complaints@i-hub.com
  • By post to the following address:

i-Hub S.A.
ATTN: Compliance Officer
208 rue de Noertzange
L – 3670 Kayl

On receipt, your request will be passed on to the competent department. We will send you an acknowledgement of receipt within a period of ten (10) working days of receipt of the complaint, unless we can send you a response to your complaint within this period.

You will receive a response to your complaint within a period of one (1) month after we receive it. If we need to carry out a more in-depth examination of your case, we will inform you of the additional time needed to give you a response. In the absence of response, or if you are not satisfied with it, please send your complaint to the i-Hub management. In this case, please specify the reference of your response (where applicable).

What can I do if my complaint persists?

If the response given by the i-Hub management does not offer a satisfactory solution, or if you have not obtained a response within a period of one (1) month of receipt of the complaint, you can submit it to the Commission de Surveillance du Secteur Financier (CSSF) [financial sector regulatory body].

The complaint can be submitted:

  • either by completing the form (pdf or online) available at the following address: www.cssf.lu/consommateur/reclamations/
  • or by post (letter, no need for registered post) to the following address:

Commission de Surveillance du Secteur Financier
283, route d’Arlon
L-2991 Luxembourg,

  • or by fax sent to the CSSF at the following number: (352) 26 25 1 2601
  • or by e-mail to the following address: reclamation@cssf.lu.

This out-of-court procedure for processing complaints is free of charge. You must refer your complaint within a period of one (1) year from the date on which you filed it with i-Hub.

Data Protection Information

The personal data collected as part of a complaint are processed by i-Hub, data controller, in order to respond to your request and give an appropriate response to your complaint. The personal data are processed by i-Hub within the framework of the legal obligation incumbent upon it to respond to your complaint.

Information accompanied by an asterisk (* or **) collected in the complaint form is mandatory, as it is essential to process your complaint. Without this, your complaint cannot be dealt with appropriately.

Your personal data collected and processed by i-Hub within the framework of complaints management will be kept for the duration necessary to process your complaint, and for 10 years after closure of the complaint.

Your personal data will be processed by the i-Hub employee(s) in charge of your complaint, by our subcontractors, and may be sent to the CSSF or any competent authority/court.

For further information about the processing of your personal data by i-Hub and about your rights, please read our Privacy Policy

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