B2C2 Europe - Submitting a Complaint
Standard template for the filing of complaints — Commission Delegated Regulation (EU) 2025/294
B2C2 Europe S.à r.l registered address is at 1 rue Jean Piret, L-2350 Luxembourg
To be completed by the client and submitted to B2C2 Europe S.à r.l. Filing and handling a complaint is free of
charge.
Use of this template is optional. You may submit your complaint in any other written or oral form described on our Submit a complaint page, and your complaint will not be rejected because this template was not used. Complete as much as you are able — a complaint will not be rejected simply because an optional field is blank.
You can download the template form herecomplaints@b2c2.com
Subject line: “B2C2 Europe complaint”
Complaints Handling — Compliance
B2C2 Europe S.à r.l.
1 rue Jean Piret
L-2350 Luxembourg
What happens after you submit this form
Acknowledgement. We will confirm receipt in writing, ideally within three business days. The acknowledgement will give the date we received your complaint, the name and contact details of the
person or department handling it, the timeframe that applies, and — where you filed electronically — a copy of your complaint. We will also confirm whether your complaint is admissible and, if it is not, explain why.
Investigation. Your complaint will be assessed impartially by the Head of Compliance of B2C2 Europe or an appropriate delegate. We may ask you for further information, and we will keep you informed of the steps we take.
Interim update. If we cannot give you a final answer within 30 days of acknowledgement, we will explain the reasons for the delay and tell you when we expect to complete our investigation.
Final decision. You will receive a reasoned written decision within two months of acknowledgement,
addressing every point you have raised. Where we do not uphold your complaint in full, we will explain
our position and tell you how to take the matter further.
If you are not satisfied with our response
You may refer your complaint to the Commission de Surveillance du Secteur Financier (CSSF) under its out-of- court complaint resolution procedure (CSSF Regulation N° 16-07).
CSSF — 283 route d’Arlon, L-1150 Luxembourg · reclamation@cssf.lu · cssf.lu/en/customer-complaints
You must first have complained to B2C2 Europe and either been dissatisfied with our response or received no acknowledgement within one month. Your request must reach the CSSF within one year of the date you complained to us, and the matter must not already be before a court, an arbitrator or another alternative dispute resolution body.
How we use your information
All complaints are handled confidentially. The personal data you provide in this form is processed only to investigate and resolve your complaint, to meet our regulatory obligations and to improve our services, in accordance with Regulation (EU) 2016/679 (GDPR) and the B2C2 Privacy Policy at b2c2.com/privacy-policy. If your complaint concerns how we have handled your personal data and you remain dissatisfied, you may also complain to the Commission nationale pour la protection des données (CNPD) or to the supervisory authority in your own Member State.
