Augemus S.A. has implemented procedures for managing customer complaints which complies with the requirements of CSSF Regulation 16-07 relating to the out-of-court resolution of complaints. In case you have a complaint your complaint has to be sent to the following address:
by e-mail: info@augemus.com
RE: complaints department
or
by mail:
attn. Mr. W.G. Frijling
36, avenue du X Septembre
L-2550 Luxembourg
We commit to acknowledge receipt of your complaint within 2 days and answer you at the earliest with a maximum delay of 2 weeks. The client will be kept informed about the process at least every 4 weeks.
In case you are not satisfied with the handling of your complaint within 2 weeks please contact the authorised manager responsible for complaint escalation by registered mail:
attn. Mr. W.G. Frijling
36, avenue du X Septembre
L-2550 Luxembourg
Augemus S.A. informs its customers of the existence of the out-of-court dispute settlement procedure with the Commission de Surveillance du Secteur Financier (“the CSSF”), the Luxembourg financial services regulator.
A procedure “CSSF Regulation n° 16-07 relating to the out-of-court resolution of complaints” has been put in place by the financial Supervisor (CSSF) in Luxembourg. If we do not come to an agreement you can refer your complaint to the CSSF. We will provide you with all necessary information which can also be found here; https://www.cssf.lu/en/customer-complaints/