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Complaint Procedure

If you are unhappy with our service and wish to file a complaint, please contact our Customer Support. You can address a complaint to us in person or by post, email, fax or telephone. Of course, all complaints will be processed free of charge.

As a second step, if you are unsatisfied with the response, you may write to the responsible member of management for complaints at . We will work with you and strive to provide you an acceptable resolution within 7 days.  

If you have escalated your case to Crosscard management and still have no acceptable resolution more than 30 days after initially filing your complaint, you may further escalate your case by contacting the Commission de Surveillance du Secteur Financier “CSSF”, who will act as the Ombudsman.  The CSSF is located at Département Juridique CC 283, route d’Arlon L-2991 Luxembourg. For additional contact details you may visit their website at