We do our best to help and support you.
Lodging a complaint
However, if you are dissatisfied with our services, you can send us a complaint by e-mail from the following page: https://support.sogexia.com/hc/en-gb/requests/new.
We will acknowledge receipt of your complaint within a maximum of 10 days, unless it has been resolved before then.
We will endeavour to respond to your complaint as quickly as possible and within a maximum of one month from the date of receipt. If we are unable to respond within this time, we will let you know why and give you an indicative response date.
Not satisfied with our response?
If you are not satisfied with the response we have given you, you can ask in writing for your case to be passed on to Sogexia management. Management will then study your request carefully and give you a reply within 20 working days of receipt.
If you are still not satisfied with the response you receive, you may contact the Commission de Surveillance du Secteur Financier du Luxembourg (CSSF).
Please note that your complaint to the CSSF is only admissible for a period of one year from the date on which you sent your complaint to Sogexia, and only after you have first sent your complaint to us.
For more information, you will find all the relevant information on the following page: https://www.cssf.lu/en/customer-complaints/.