All complaints related to our products and services that have caused you a financial loss or impairment of your business, must be submitted to your Relationship Manager. Clearstream recommends to submit your complaint in writing to expedite the handling of your complaint.

The request should include client contact details and a complete description of the event giving rise to a complaint and how your business was impacted.

Once we have received your complaint, we will collect all the information necessary and conduct an in-depth investigation in order to provide the most complete response possible. You will receive a written confirmation of receipt of your complaint no later than ten business days following its receipt.

Clearstream will respond to your complaint within a period of one month from its receipt. If we cannot respect the mentioned period for example due to complexity of the complaint, we will inform you when the complaint is likely to be resolved.

Clients of Clearstream Banking S.A. (CBL) 

In the absence of a response or a satisfactory response, you can address your complaint to the Chief Client Officer of CBL by email to: CCOComplaints@clearstream.com. 

If you are not satisfied with a response given by the representative of the Executive Board of CBL, you may refer to the Commission de Surveillance du Secteur Financier (CSSF) for an out-of-court complaint resolution in accordance with the CSSF Regulation N⁰ 16-07, within a period of one year from the date on which you have filed a complaint with CBL: 

Commission de Surveillance du Secteur Financier 
283, route d’Arlon 
L-2991 Luxembourg
Luxembourg 

Phone: +352 262512601 
Email: reclamation@cssf.lu 

Clients of Clearstream Europe AG (CEU) 

Complaints related to Clearstream Europe AG may also be submitted by email to: CEUComplaints@clearstream.com.  

If you are not satisfied with a response given by CEU, you may refer to Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin, the Federal Financial Supervisory Authority): 

Bundesanstalt für Finanzdienstleistungsaufsicht 
Graurheindorfer Straße 108 
53117 Bonn 
Germany 

Phone: +49 228 41080 
Fax: + 49 228 41081550 
Email: poststelle@bafin.de

Clients of Clearstream Fund Centre S.A. (CFCL)

Complaints related to Clearstream Fund Centre S.A. may be addressed to the Chief Compliance Officer of CFCL by email to: CFCLComplaints@clearstream.com.

If you are not satisfied with a response given by CFCL, you may refer to the Commission de Surveillance du Secteur Financier (CSSF):

Commission de Surveillance du Secteur Financier
283, route d’Arlon
L-2991 Luxembourg
Luxembourg

Phone: +352 262512601 
Email: reclamation@cssf.lu 

Clients of Clearstream Australia Limited 

Complaints related to Clearstream Australia Limited may be addressed to the company's Complaints Officer via the following communication channels: 

Please find detailed information in the Complaints Management Process. 

Clients of FundsDLT SA

Complaints related to FundsDLT SA may be addressed free of charge in writing by e-mail mentioning your name and contact details. Additionally, please include an explanation of the facts originating the complaint, with all relevant supporting documentation at your disposal providing all necessary details, whenever possible, so that we may handle your complaint promptly and efficiently and answer best to your expectations.

Please find detailed information in the Complaints Handling Procedure.

Please find details related to whistleblowing.