Complaints Procedure

Complaints Procedure

This Complaints Procedure describes how Juniper Square Luxembourg S.à r.l. handles complaints submitted by its clients. View our Complaints Handling Policy.

Making a complaint

You can submit a complaint by email to LuxCompliance@junipersquare.com. Please include your name, contact details, and a description of your complaint.

Handling your complaint

We will provide a written acknowledgement of receipt within 10 business days of receiving your complaint, unless your complaint has been fully resolved within that period, in which case we will confirm this to you directly.

In accordance with CSSF Regulation N° 16-07, we will provide you with a written explanation of the outcome of our investigation, and any actions taken, no later than one month after the date we received your complaint.

Other circumstances

Where we are unable to respond within this timeframe, we will inform you of the reason for the delay and indicate when a response can be expected.

CSSF out-of-court resolution of complaints

If you are not satisfied with our response, you have the right to submit your complaint to the CSSF (Commission de Surveillance du Secteur Financier) for out-of-court resolution, in accordance with CSSF Regulation N° 16-07. Further information is available at cssf.lu/en/customer-complaints (https://www.cssf.lu/en/customer-complaints/).