If a client is unsatisfied with Orbit's investment products and/or service, he/she can send a letter to the company for attention of the Compliance Officer, explaining the issue.
The compliance officer will send a confirmation letter within five business days after receipt of the complaint. If possible he will try and include a response to the complaint, else the letter will provide the name of the contact person within Orbit as well as questions relating to any additional information if so required from the client.
Latest one month after receipt of the complaint or any additional information, Orbit will need to have sent a reply to the client.
If the client is not satisfied with the response or the 1 month time limit has been exceeded, the client can contact the CSSF (Commission de Surveillance du Secteur Financier, financial sector regulatory body) in order to ask for an out-of-court complaint resolution. Details of this procedure can be found on the website of the CSSF (www.cssf.lu) under reference of regulation 16-07.
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