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Complaints

Making a complaint

Not happy with one of our services? Here’s how to tell us, how we handle your complaint and what options are open to you.

What is a complaint?

A complaint is when you tell us you’re dissatisfied with one of our services: a transaction, fees, an account block, the quality of our reply… A simple question or request (information, a document, a transaction) is not a complaint. For these, just contact our Customer Service team.

Step 1: send your complaint to Customer Service

Send us your complaint in writing using our contact form.

To help us deal with it quickly, please include:

  • your first name and surname;
  • the email address linked to your account;
  • what your complaint is about;
  • the dates and amounts involved;
  • any useful supporting documents (screenshot, statement, previous messages…).

Already spoken to us by phone? For your complaint to be logged and followed up, we need to receive it in writing. If possible, please mention the date of your call.

How long we take to reply

  • We acknowledge receipt of your complaint within 10 business days, unless we reply to you sooner.
  • If your complaint relates to a payment service (transfer, direct debit, card, account), we reply within 15 business days. In exceptional cases, if we need more time, we’ll explain why and give you a date for our reply, which will be no later than 35 business days.
  • For any other complaint, we reply within 1 month at most.

Step 2: ask for a review by senior management

If you’re not happy with our reply, you can ask for your complaint to be reviewed by the person in charge of complaints at Sogexia’s management level. You must complete this step if you later wish to refer your complaint to the CSSF.

To do this, use our contact form, stating clearly that you wish to refer your complaint to the person in charge of complaints at management level, and quoting the reference of your initial complaint.

Step 3: refer your complaint to the CSSF

If you haven’t received a satisfactory reply within one month of writing to the person in charge of complaints, you can refer your complaint free of charge to the CSSF (Commission de Surveillance du Secteur Financier), the Luxembourg financial regulator. You must do so within one year of your first complaint to Sogexia.

Your other rights

These steps do not affect your right to take legal action before the competent courts.

Last updated: October 28, 2026