Langham Hall Management S.à.r.l Complaints Handling Procedure

Complaints Handling Procedure - Langham Hall Management S.à r.l. (Luxembourg)

This procedure is deemed to be efficient and transparent, in view of the reasonable and prompt complaint handling in full compliance with the provisions of the CSSF Regulation no. 16-07 of 26 October 2016 relating to out-of-court complaint resolution (the “New Regulation”) and the CSSF Circular 17/671 of 13 October 2017 on specifications regarding the New Regulation as amended by Circular CSSF 18/698.

The objective is to provide clear, comprehensible, precise and up-to-date information on Langham Hall Management S.à r.l. (“The Company”) complaint handling process.

 

  1. Introducing a complaint

The information to be provided by the complainant includes a detailed and chronological statement of the facts underlying the complaint and the steps already taken by the applicant.

Only written complaints are considered as such.

The complaint should be addressed by sending:

Langham Hall Management S.à r.l.

42-44 Avenue de la Gare

L-1610 Luxembourg

 

            1. Handling of the complaint

A written acknowledgement of receipt will be provided to the complainant within 10 business days after receipt of the complaint, unless the answer itself is provided to the complainant within this period.

The Company shall:

  • ensure that each complaint as well as each measure taken to handle it is properly registered;
  • inform the complainants of the follow-up of its complaint;
  • ensure that each complainant is informed of the name and contact details of the person in charge of the file;
  • seek to gather and to investigate all relevant evidence and information on each complaint;
  • seek to communicate in a plain and easily comprehensible language.

The Company will provide an answer to the complaint without undue delay and in any case, within one month from the date at which the complaint was sent.

Where an answer cannot be provided within this period, the Company shall inform the complainant of the causes of the delay and indicate the date at which its examination is likely to be achieved.

 

             2. Out-of-court resolution of complaints with the CSSF

Request filed by the Complainant

Where the complainant did not receive an answer, a satisfactory answer or an acknowledgement of receipt within the period referred to in the preceding paragraph, s/he may file his/her request with the Commission de Surveillance du Secteur Financier (“CSSF”) within one year after s/he filed his/her complaint with the Company.

The request must be filed with the CSSF in writing, by post or by fax to the CSSF or by email (to the address/number available on the CSSF website), or online on the CSSF website. In order to facilitate the filing of a request, the CSSF publishes a form on its website.

Request filed by the Company

If the case arises, the Company confirms its decision to have recourse to the out-of-court complaint resolution procedure of the CSSF.

Where the Company has undertaken to resort to the out-of-court complaint resolution procedure with the CSSF, it shall send to the complainant a copy of the attached regulation or the reference to the CSSF website, as well as the different means to contact the CSSF to file a request, to the complainant.