Complaints Policy
Introduction
At IBS Europe, customer satisfaction is a priority. That is why we have established a simple and transparent procedure to allow any customer to submit a complaint and receive a prompt and fair response.
What is a complaint?
A complaint is an expression of dissatisfaction made by a customer towards an insurance professional, particularly concerning:
- the subscription, management, or cancellation of a contract,
- a provided service,
- received advice.
A request for information, clarification, or service is not considered a complaint.
How to submit a complaint?
You can send your complaint through one of the following means:
- By email: info@ibseurope.com
- By postal mail:
IBS Europe
Route de Luxembourg 68
4972 Dippach, Luxembourg
Processing times
- We acknowledge receipt of your complaint within 10 working days from its receipt.
- A reasoned response will be sent to you no later than 30 working days.
If we are unable to respond within this timeframe, we will inform you of the reasons for the delay and the estimated response time.
Processing of personal data
The data collected in connection with your complaint is processed in accordance with our Privacy Policy and in compliance with the General Data Protection Regulation (GDPR). It is retained only for the time necessary to handle the complaint and to fulfill our legal obligations.
In case of persistent disagreement
If, despite our efforts, the response provided does not satisfy you, you may contact the regulatory authority free of charge:
Commissariat aux Assurances (CAA)
Complaints Service
11, rue Robert Stümper, L-2557 Luxembourg
reclamation@caa.lu
www.caa.lu