Complaint or dispute

To ensure that your request is handled quickly and efficiently, please select the category that best matches your situation.

Unrecognized transaction, fraud, lost or stolen card

Card transaction dispute

Complaint regarding a Spuerkeess product or service

Unrecognized transaction, fraud, lost or stolen card

Card-related fraud cases are handled directly by Worldline

If you notice a transaction that you do not recognize, suspect fraud or unauthorized use of your card, or if your card has been lost or stolen, please contact Worldline's Fraud Service immediately.

Worldline Financial Services (Europe) S.A.
Telephone : (+352) 49 10 10
Available 24 hours a day, 7 days a week

Card transaction dispute

Card transaction disputes are handled directly by Worldline

If you wish to dispute a card transaction, for example because goods were not received, a service was not provided, the amount was incorrect or there is another commercial dispute, please contact Worldline's Cardholder Disputes team directly.

Worldline Financial Services S.A.
Cardholder Disputes Team

E-mail : disputes.lux@worldline-solutions.com
Telephone : +352 355 66 222, option 4
Available during Worldline's office hours.

Complaint regarding a Spuerkeess product or service

If your request concerns a financial product or service provided by Spuerkeess and is not related to fraud or a card transaction dispute handled by Worldline, you may submit a complaint to Spuerkeess.

A complaint may be submitted by post, electronically or via S-Net to Spuerkeess's Compliance Department.
Any complaint relating to a suspected breach of professional secrecy must be submitted in writing.
In all cases, the complainant must clearly provide their contact details and a brief description of the subject of the complaint.

Compliance Department
1, Place de Metz
L-1930 Luxembourg

E-mail : reclamations@spuerkeess.lu
The address reclamations@spuerkeess.lu is intended exclusively for complaints relating to financial products and services provided by Spuerkeess.

Spuerkeess reserves the right not to process requests that do not constitute a complaint relating to a financial product or service provided by Spuerkeess, that fall within the remit of a third party, or that are manifestly abusive, vexatious, fanciful or repetitive without any relevant new information.
Upon receipt, a complaint is forwarded to the relevant departments for analysis and processing.

Spuerkeess sends the complainant a written acknowledgement within 10 days of receiving the complaint, unless the complaint itself is answered within that period. Where possible, the acknowledgement will include the name and contact details of the person handling the case.

Spuerkeess ensures that the period between receiving the complaint and sending the response does not exceed one month. If this deadline cannot be met, the complainant is informed of the reasons for the delay and of the expected completion date.
If no response is received, or if the response is not satisfactory, the complainant may resubmit the complaint by post or email, in accordance with the applicable regulatory provisions, to the member of the Executive Committee responsible for complaints.

Mr Olivier Wantz
Executive Vice President
Member of the Executive Committee

E-mail : reclamations@spuerkeess.lu
If the complaint has not been resolved satisfactorily by the member of the Executive Committee responsible for complaints, the complainant may, within one year of submitting the request to that person, use the out-of-court complaint resolution procedure in accordance with CSSF Regulation 16-07.

Commission de Surveillance du Secteur Financier
Département juridique CC
283, route d'Arlon
L-2991 Luxembourg

Tél. : (+352) 26 25 1 - 2904
Fax : (+352) 26 25 1 - 2601
E-mail : reclamation@cssf.lu

Complaint or dispute