Luxembourg Complaint Handling Procedure

October 2020

At BlackRock, we take all complaints seriously and will review in line with the guidance below. BlackRock is committed to investigating all complaints competently, diligently and impartially.

Any complaint may be submitted free of charge:

BlackRock (Luxembourg) S.A.
Compliance Officer
35a, avenue J.F. Kennedy
L-1855 Luxembourg
Grand Duchy of Luxembourg

The client should make every effort to ensure that all relevant information / documentation is included in the correspondence, to ensure efficient investigation of the complaint.

We commit to the following actions upon receipt of a complaint:

  • We will ensure that an employee of appropriate seniority who is independent of the matter commences an investigation.
  • The client will receive a prompt written acknowledgement to their initial complaint, within five working days, unless the complaint can be resolved within this timeframe. This will contain the name and job title of the person handling their complaint.
  • The client will be kept informed of the progress of the complaint.

One month after receipt of the complaint, we will send either: 

(a) a final response enclosing information of the existence of the out-of-court complaint resolution procedure at the Commission de Surveillance du Secteur Financier (the “CSSF”); or

(b) a response which explains that we are not in a position to make a final response and details of when a response can be expected as well as information on the existence of the out-of-court complaint resolution procedure at the CSSF.

Where the client did not obtain an answer or a satisfactory answer at the level at which the complaint has been submitted in the first instance, the complaint can be raised up to the level of the management. In this respect, the client may raise the complaint to the Conducting Officer in charge of complaints handling at the above address.

If, after receiving the final response, the client is unhappy with the response we provided, or if we have failed to provide the client with an adequate response within one month from receipt of the complaint, the client may be eligible to refer their complaint directly to the CSSF. This must be done within one year of the initial complaint being raised with BlackRock.

If the client decides to file a complaint to the CSSF, it may be either submitted in English, Luxembourgish, German or French:

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

Further information on this process and on applicable regulation, can be found on the CSSF website: