By its circular 19/718 (https://bit.ly/2LDTG2k), the CSSF has endorsed the Guidelines on complaints-handling for the securities (ESMA) and banking (EBA) sectors of 4 October 2018 (JC 2018 35) (the Guidelines).

In substance, the content of the Guidelines remains the same as the 2014 Joint Guidelines for complaints-handling for the securities (ESMA) and banking (EBA) sectors (JC 2014 43) that the CSSF applies through the CSSF regulation n°16-07 relating to out-of-court complaint resolution.

The Guidelines have only been amended with respect to the previous version to extend their scope of application, as of 1st May 2019, to:

  • credit intermediaries and non-credit institution creditors under the Mortgage Credit Directive (directive 2014/17/EU); and
  • payment institutions that provide only payment initiation or account information services under the Payment Services Directive (directive 2015/2366/EU).