We aim to help our customers every step of the way – from opening your account to developing your investment plans. With years of experience servicing international investors and expats in over 150 countries, we understand you have very individual needs and goals.
Whether you have a specific need in mind, or are still exploring the options, you can trust a global leader in direct investing to help you take control of your finances.
Call us on +352 2603 2003 (weekdays, 8am to 10pm CET)
Find, download and print all the forms you need
For Trading US securities: W-8BEN – Certificate of foreign status of beneficial owner
Security Transfer In - Transfer form
With Internaxx Bank you can trade equities from more than 15 exchanges in North America, Europe and Asia. The exchanges include the following markets:
- New York (NYSE, Nasdaq)
- Toronto (TSX, TSXV)
- Canadian Securities Exchange (CSE)
- Frankfurt (XETRA)
- Euronext Paris
- London (LSE, AIM)
- Euronext Amsterdam
- Euronext Brussels
- Madrid (BME)
- Zurich (SIX)
- Nasdaq Nordic (OMX)
- Singapore (SGX)
- Hong Kong (HKEX)
- Australia (ASX)
*Please note that for Asian stock exchanges, our Client Desk will only be accessible by telephone from 8.00 to 22.00 CET from Monday to Friday.
A stop order is an order placed below the current market price and is triggered if the stock reaches at or below the stop price. Once a stop order is triggered, your order will become a market order. For a NYSE/AMEX/LSE/TSX stock, a stop order is triggered by the last trade. If a sell stop order is placed above the current market price of the stock, it will not be accepted by the exchanges and will be cancelled.
The advantage of the stop order is that you do not need to monitor your stock investments on a daily basis of how your stock is performing. The disadvantage of the stop order is that the stop price can be activated by a short term fluctuation on the stock's price.
Let us consider the example where you buy a stock on the NASDAQ market at $30 per share. If you have an investment strategy where you do not wish to lose much more than 10% of your initial investment, you then place a stop loss order for $27 (after buying the stock). This means that if the stock falls at or below $27 per share, your holding will be sold at the prevailing market price.
Another aspect to keep in mind is that once the stop price is reached, your stop order becomes a market order and the price at which you sell may be much lower from the stop price. In the above example, you may have a market fill at $25 which is more than your anticipated loss of 10%. This is to be considered in a fast moving market where stock prices fluctuate very rapidly.
You can invest in Company Warrants through our standard trading account. Warrants are volatile and complex investments and not suitable for all investors. You may need to complete an appropriateness test before trading them. Warrants are issued by companies on their own ordinary shares to raise capital. Their value depends on several factors including the price of the ordinary share (the underlying security). Warrants cost a fraction of the price of their underlying security and give the buyer the right (but not the obligation) to buy this underlying security at a predetermined price (the Strike or Exercise Price) on or before a predetermined date (the "Expiry" Date).
To transfer money into your account at Internaxx Bank, please use the following information:
- Your account IBAN number can be found via My Account > Balances page
- Your account name: Your name
- SWIFT or BIC code: TDWLLULL
- Receiving bank name: Internaxx Bank S.A.
- Receiving bank address: 2 rue Edward Steichen, L-2958 Luxembourg.
- Communication: optional
- We can only accept money transfers from a bank account in your name to your account with us. Please note we do not accept third party transfers.
- We may ask you to provide further information and documentation on money transfers, and in some circumstances we may decide to decline the transfer.
- We can only accept transfers from the following countries: Australia, Austria, Bahrain, Belgium, Brazil, Bulgaria, BVI, Canada, Chile, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guernsey, Hong Kong, Hungary, Iceland, Indonesia, Ireland, Isle of Man, Israel, Italy, Japan, Jersey, Jordan, Kuwait, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Monaco, Netherlands, New Zealand, Norway, Oman, Poland, Portugal, Qatar, Romania, Russia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Arab Emirates, United Kingdom, United States of America.
To transfer money out of the account please log into your account and submit your instruction under Payments/Transfers, Withdraw funds. Please note that we cannot transfer funds to a third party.
Settlement will be two or three working days after the transaction, depending on the exchange. However, the amount of this trade will be taken into account immediately in your available funds.
Yes, the currency of settlement does not have to be the currency of the stock you are trading in. When placing an order on a stock or ETF, you can choose from any of the nine available currencies for settlement, depending on your available funds. FX charges apply.
No, you have to sell the stock on the same stock exchange where you bought it from.
The bank will credit all dividends directly to your account, less any applicable withholding tax. Dividends are usually paid in the currency of the stock.
A corporate action is any event by a company that affects your holding of shares or other securities in that company and which may in turn require action by you. Examples of corporate actions include take-over bids and mergers, rights issues, capitalisation issues and stock splits.
What is the tick size for limit orders placed on the Euronext market (Paris, Amsterdam, and Brussels)?
If the stock price is:
- Less than EUR 50, there are no restrictions
- Between EUR 50 and EUR 100, the tick is EUR 0.05 (a limit of 63.24 is not possible; has to be 63.20 or 63.25)
- Between EUR 100 and EUR 500, the tick is EUR 0.10
- Above EUR 500, the tick is EUR 0.50
What are the trading conditions for orders placed on Asian markets (Singapore, Hong Kong and Australia)?
HK time: 10am to 4pm / CET: 4am to 10am
Order types and conditions
Limit order: good for today + Market order Input of invalid limit prices may result in your order rejecting.
Transaction levy (SFC charge) 0.004% on traded amt Trading fee (SEHK charge) 0.005% on traded amt Trading tariff of HKD 0.50 payable to the exchange for each B/S order S/Duty (Gov. charge) 0.1% on traded amt rounded up to nearest HKD Levies charged on both purchase & sale
List of stocks available: http://www.hkex.com.hk/eng/index.htm
Singapore time: 9am to 12.30am - 2pm to 5pm CET: 3am to 6.30am - 8am to 11am
Order types and conditions
Limit order: good for today + Market order Input of invalid limit prices may result in your order rejecting.
Board lots of 100
Enter valid tick size for limit price: -Stock price< $1.00 = $0.005 -Stock price< $10.00 = $0.01 -Stock price> $10.00 tick is $0.02
Clearing fee (CDP* imposed) 0.04% (max SGD 600) SGX Trading fee 0.0075% GST (Goods and Services Tax) 7% on all fees starting 01-07-07 *Central Depositary Levies charged on both purchase & sale
List of stocks available: www.eoddata.com/Symbols/SGX/C.htm
Sydney time: 10:10am to 4pm / CET: 2:10am to 8am
Order types and conditions
Limit order: good for today + Market order Input of invalid limit prices may result in your order rejecting.
Enter valid tick size for limit price: -Stock price< $0.10 = $0.001 -Stock price> $0.10 to < $0.50 = $0.005 -Stock price> $0.50 = $0.01
List of stocks available: http://www.asx.com.au
LPS Trading Restrictions
U.S. low-priced securities (LPS) trading restrictions were introduced on Monday 17 April 2017 and affect some stocks traded on the US markets.
The restriction terms are as follows:
- As of Monday 17 April 2017, any stock that meets our definition of a U.S. LPS will become tradeable on a sales-only basis.
- We are unable to hold stocks that meet the definition of a U.S. LPS after Friday 29th December 2017 and therefore clients must provide instructions to transfer these to another broker or sell them before this date. Please note that if you have not transferred or sold these stocks by Monday 1st January 2018, we will sell these on your behalf on or after this date.
- There is no charge to transfer these stocks to another broker and no commission will be applied to sales of these stocks.
A list of U.S low-priced securities is available here. and will be updated as stocks are added or removed in the future.
Please note that ISIN numbers noted on the list are for the overall company’s listing however U.S LPS restrictions only cover holdings listed on the U.S markets.
A Retail Service Provider (RSP) is a firm that provides the price feed for the online electronic quoting system similar to a computerised market maker. Internaxx Bank uses a number of RSPs to help execute your order on the London stock Exchange (LSE) at the best price available.
Most LSE trades by retail clients are executed electronically via an RSP and do not execute on the central order book of the LSE (off book). LSE Trades of a large size above the Exchange Market Size (EMS) of a stock will usually be required to be placed manually with the market as RSPs will not always quote above the EMS.
We will attempt to execute your LSE order electronically via the RSP system. If we are unable to gain an RSP quote for your LSE order we will then approach a market maker and deal your order manually;
It depends on what kind of fund you are buying. Mutual Funds are 'forward priced' - which means that the orders are placed with the fund companies on a daily basis prior to the Net Asset Value of the shares being calculated - again each day.
Performance figures are calculated using the average book cost method. It is calculated daily based on the closing price using the following formulas:
- Book value = (quantity x purchase price) + commission
- Average book price = ((quantity x book value) + commission) / quantity
- Performance = (closing price - book value) / book value
If you buy or sell additional shares, the average book value and performance figures are automatically updated.
If you transfer-in some securities, the book value displayed will be 0. We recommend that you manually enter the book value using the "Edit book value" button on the "Portfolio" page.
You can easily update the book value for your securities using the "Edit book value" button on your "Portfolio" page. Performance will automatically be updated with this new data.
You hold BMW shares in your portfolio at 25 EUR
Value of purchase: 6250 EUR
Comission: 29.95 EUR
Total purchase price: 6279.95 EUR
In this case, the book cost per share is 25.12 EUR (6279.95/ 250] and the book value of the position is 6279.95 EUR [ (250x25)+29.95]
If the closing price of the shares is 27 EUR, the closing value of this position is 6750 EUR [250 x 27]. Therefore, performance is 7.48% [(6750 - 6279.95) / 6279.95].
You buy an additional 350 BMW shares at 27 EUR
Purchase price of the additional position: 9 450 EUR
Commission: 29.95 EUR
Total transaction cost: 9479.95 EUR
Total cost of the position: 6279.95 EUR + 9479.95 EUR = 15759.90 EUR
Consequently, the average book value is 26.26 EUR [15759.90 / 600] and the book value of the position is 15759.90 EUR (26.26 EUR x 600).
If the share's closing price stay at 27 EUR, the closing value of this position is 16200 EUR [600 x 27]. Therefore performance is 2.79% [(16200 - 15759.90) / 15759.90].
You sell 300 BMW shares .
Book value of sold shares: 300 x 26.28 EUR = 7885 EUR
Book value of remaining shares: 300 x 26.28 EUR = 7885 EUR
Performance if shares are quoted at 27 EUR: [(8100 - 7885) / 7885)] = 2.73 %
To get the most out of our website we recommend you use the following browser versions:
- Mozilla Firefox version (current version)
- Google Chrome
- Internet Explorer 11
- OSX Safari 8
You can also use the following browser versions, but you may experience some problems accessing certain areas of our website.
- Microsoft Internet Explorer 8 & 9
- OSX Safari 7
For our transactional site, we support 128-bit encryption. If your browser does not support this level we strongly recommend that you upgrade. If you don't, you can still trade on the site, but you will not be using the highest levels of security available.
Internaxx has a pioneering spirit, which we combine with world-class security thanks to our membership of the Luxembourg Deposit Guarantee Fund (FGDL), guaranteeing deposits up to €100,000. In addition to this, Internaxx is a subsidiary of Swissquote, the Swiss leader in online banking with CHF 23.8 billion of client assets (as of 31/12/2018). Internaxx offers you the reassurance and peace of mind that only comes with a leader in international investing.
The Internaxx website supports the latest security encoding, which requires at least 128-bit encryption. If you do not have a browser that supports this level of encryption, we strongly recommend that you upgrade to the newest browser family available. If you require further assistance, please call our Customer Services Team on +352 2603 2004.
Yes, telephone calls are recorded to ensure accuracy and enable us to check any details or instructions you have given us.
"Phishing" is an attempt to trick people into giving out private information that will be used for identity theft (e.g. usernames and passwords, bank account numbers).
An e-mail generally formatted to appear to be from a legitimate source is sent to an unsuspecting user. The message, usually providing a link to a login page, may ask you to "update," "validate," or "confirm" your account information. Sometimes it also threatens the user to terminate his account unless he responds immediately.
- Never respond to suspicious emails asking for sensitive information. Internaxx will never ask for your details in this way.
- Never follow the links / open any attachment in an email you suspect might be phishing.
Should you receive any unsolicited e-mail communication claiming to be from Internaxx Bank and requesting such sensitive information, please DO NOT RESPOND to it and REPORT it to us as soon as possible (firstname.lastname@example.org or +352-2603 2003).
This note applies to individual and holders of joint accounts who are residents of EU Member states. Individual resident outside EU are generally not affected, although if you hold a passport issued by an EU Member state, you should also read on.
The EUSD is an agreement between the EU Member States to automatically exchange of information with each other about customers who earn savings income in one EU Member state but reside in another. It was approved by the EU Council of Ministers on 03/06/2003 and came into effect from 01/07/2005. The directive can be applied in two ways (Exchange of Information or Withholding tax).
The EUSD extends to a number of forms of saving income and not only to interests paid on bank accounts. These are interests from, and the proceeds of sale or redemption of, certain bonds and income from certain type of investments funds. The Directive affects:
- Interests paid or credited to accounts
- Interests rolled up when the balance is repaid
- Interest paid out on debt-claims (this would include all UK Government securities and certain other types of bonds)
- Interest accrued and paid out on the above when debt-claims are sold
- Distribution made by certain unit trusts and other open ended collective instruments funds which have invested more than 15% of their investments in debt claims
- Accumulated income paid out when units in certain collective investment funds that have invested more than 25% of their investments in debt claims are redeemed, repaid or sold.
For a transitional period, Luxembourg has been allowed to apply a withholding tax, instead of engaging in the automatic exchange of information. To align with the rest of Europe, from 01.01.2015 the country has now introduced the automatic exchange of information.
The law of 23 December 2005 ("Law introducing a domestic withholding tax on certain interest income on interest payments") introduced new tax provisions for Luxembourg taxpayers. As one of the main features, since 1 January 2006, certain income interest received in Luxembourg by a natural person resident in Luxembourg have been subject to a final withholding tax of 20%.
Income on which the withholding tax has been levied should not be subject to any further income tax.
The Common Reporting Standard (hereafter “CRS”) is a regulation initiated by the OECD, aiming at preventing tax evasion and leading to a global automatic exchange of information between CRS-participating jurisdictions. A CRS participating jurisdiction (or “CRS jurisdiction”) is a country that agreed to implement the CRS. The CRS has been implemented at European Union level through the Directive on Administrative Cooperation (Directive 2014/107/UE), known as “DAC 2”. Relationships with non-EU countries are ruled by mean of multilateral agreements known as “Competent Authority Agreements”. The CRS requires financial institutions to report financial accounts held, directly or indirectly, by account holders that are tax residents in a CRS jurisdiction. For further information please consult the OECD website.
CRS in Luxembourg
On 14 August 2015, the bill N° 6858 was introduced requiring Luxembourg's financial institutions to identify bank accounts to be communicated on the basis of residency indicia established by the OECD Common Reporting Standard. The first exchange of information will take place in 2017 and will concern financial data relating to the financial year 2016. From this point onward the report will be due each year for the previous calendar year.
Which data are reported?
Essentially the same information must be reported under the CRS as under FATCA but there is a broad definition of what constitutes a financial account. The following data will be reported:Identification of the person resident for tax purpose in a CRS country (Full Name, Address, Date and place of birth, tax identification number)Identification of the accounts held (account numbers) and their balances;Details of financial revenues received (interest, dividends, proceeds from sales..)
What does CRS means for Internaxx customers?
Internaxx Bank will determine if customers enter into the CRS field of application and will be legally obliged to report these to the relevant tax authorities. All new customers will be required to provide their tax residence(s) for tax purposes, and their tax identification number(s). Without this information, Internaxx Bank will be unable to open an account for the applicant.
Internaxx' clients have access to the following contents and functionalities:
- Functional " Quotes " page: allowing you to view all important information quotes, graph, news, corporate actions.
- Stockwatch including the performance and new functional links to news and charts
- Search tool for stocks and news with multiple sort criteria : symbol, name, date, sector, market
With a Margin Loan you can use your securities as collateral to take out a cash loan or build your portfolio without additional funding. Click here to find out more
Margin trading involves a high degree of risk to your capital and is not suitable for all investors. Losses can quickly and substantially exceed your initial investment. In the event of a Margin Call, you will be notified by email. You may need to make further contributions to your account or immediate action will be taken that can result in open positions being closed. You may need to sell stock or pay back part of your cash loan. You should fully understand the risks and seek independent advice if necessary.
- PRIIPs regulation
Alongside MiFID II, the European Union is implementing the ‘Regulation (EU) No 1286/2014 on Key Information Documents for Packaged Retail and Insurance-based Investment Products’ (PRIIPs Regulation).
This Regulation aims to increase investor protection and extends the obligation for distributors to provide a Key Information Document (KID).
The PRIIPs regulation will apply in all EU member states as of 1 January 2018. This Regulation doesn’t apply to clients resident outside of the European Union.
- What products are governed by the PRIIPs Regulation?
The PRIIPs regulation covers in a first phase Packaged Investment Products such as non-UCITs ETFs and Funds, REITs, Covered warrants.
- What is a KID?
The KID is a standardised factsheet, which is designed to present the main characteristics and risks of the investment product in a simple and accessible manner, creating a uniform basis for the comparison of similar products.
- How will this impact you?
You will be provided with a KID at the point at which you place an order, in much the same way as you are currently provided with a Key Investor Information Document (KIID) when you buy a UCITS investment fund.
- Why are some instruments no longer tradable?
With the introduction of PRIIPS, where a KID is not produced by the manufacturer, the instrument can no longer be made available to clients living in the European Union.
On 3 January 2018, the revised Markets in Financial Instruments Directive (MiFID II) will come into force across the European Union (EU).
MiFID II is the framework of legislation for the provision of investment services by banks and investment firms and the operation of trading venues.
Most of the measures being introduced under MiFID II will not impact directly on the services we provide to you, however, you will see some changes from 3 January and, in the meantime, we will ask you to update your personal data, so that we can meet our regulatory reporting requirements. A summary of the relevant changes is set-out below:
- Transaction Reporting
On a daily basis, we report every trade we have carried-out on your behalf to our regulator, the Commission de Surveillance du Secteur Financier (CSSF). The CSSF uses this information to identify suspicious trading activity, such as ‘insider dealing’ (the buying or selling of a security by someone who has access to price-sensitive, non-public information about the security). The transaction reporting regime has been enhanced under MiFID II and, from 3 January, we will be required to include the following personal data in each report:
Natural Persons (Single/Joint Accounts)
- First and last name
- Date of birth
- Nationality (including multiple nationalities)
- National identifier (click here for more information)
When you login to your account, if your national identifier is missing, you will be prompted to enter this information. If you do not provide this, we may be unable to provide the following services:
- Buying and selling investments
- Accepting certain corporate action instructions
- Margin lending through a Credit Lombard
- Multiple Nationalities
If you are a national of more than one country, we will require the national identifier of the first of these nationalities when sorted alphabetically by its ISO 3166-1 alpha-2 code (click here for more information)
f you have both an EEA and a non-EEA nationality, we will require the natural person identifier of the EEA nationality.
- Joint Accounts
If there are three or more holders on a joint account, you will need to submit your information by sending an email from the Secure Mailbox instead of using the online forms.
- Third Parties
As we do not accept trading instructions from authorised third parties, including Power of Attorneys, we do not need to collect this information.
- Legal Entities (e.g. companies and trusts)
Instead of providing a natural person identifier, legal entities, must provide a Legal Entity Identifier (LEI).
- Appropriateness Assessment for ‘Complex’ Investments
When you ask us to buy ‘complex’ investments (e.g. derivatives) on your behalf, we are required to establish whether investment is appropriate. We do this by way of a standard questionnaire (the ‘Appropriateness Assessment’) that asks you about your knowledge and experience of relevant investments. If you do not have sufficient knowledge and experience, we may prevent you from buying the particular complex investment. For joint accounts, you will need to call us to complete the questionnaire.
Under MiFID II, the range of instruments we will treat as complex is expanded and may include some investment trusts, or ordinary shares if traded using margin lending i.e. with a Credit Lombard.
- Cost Disclosure
From 3 January 2018, MIFID II requires us to provide you with a much more detailed cost disclosure when you buy certain ‘manufactured’ investments (such as investment funds and ETFs). This consists of both our charges and the manufacturer’s charges. It also includes an illustration which shows the cumulative effect of these charges on the potential return of your investment.
1. What is an ex-ante (pre sales) cost disclosure?
MIFID II rules state that institutions are required to provide investors with information on costs likely to be incurred before or at the point of sale, before the investment is placed. Ex-ante disclosures are estimated and include assumptions on what growth may look like. Estimates should be reasonable within the assumptions described, but are unlikely to reflect actual return on investment. Pre-sale disclosures have been required on applicable instruments since early 2018. Where we have been unable to source external costs from the instrument provider, instruments have been blocked from purchases.
2. What is an ex-post (post sale) cost disclosure?
The MIFID II rules specify that institutions are required to provide investors with information about the total costs and charges actually incurred on qualifying instruments, at least once per year. The post sales disclosure document summarises these costs based on actual data, by instrument, so you can assess performance.
3. What is the difference between pre-sale and post-sale cost disclosures?
Pre-sale cost disclosures are a reasonable estimate of costs before they are incurred, whereas post-sale disclosures are based on actual costs after they have been incurred within a portfolio.
4. How are post sales costs and charges presented?
Example of a Post Sales Disclosure. (embedded Link) A cover page explains how the figures have been calculated and prepared, while the remainder of the document details the values for each qualifying instrument that you have held or traded during the reporting period.
5. When are post-sale disclosures published?
Internaxx works with its service providers to source the required data for reporting. Reporting for the period from January to December 2018 will be published in June.
6. Where can I find my Post Sales Cost Disclosure report?
The report is available on the Documents page on the secure website, accessible by selecting Document Type “Cost Disclosures” in the drop down.
7. Which instruments do I receive cost disclosures for?
If you are a retail client resident in the EEA and traded or held your instrument during the reporting period and/or received a pre-sales disclosure document for your trade, then you will receive a post sales disclosure document for that instrument. All costs are broken down by instrument. In broader terms, the Bank provides information for instruments in line with the regulations which include Funds, ETFs & Investment Trusts. Equities or defunct stocks are not in scope of these regulations.
8. What costs and charges need to be disclosed?
Information needs to be provided about all costs and charges. This includes Internaxx’s costs, as well as product manufacturer costs, and all other costs and charges associated with the investment, such as Stamp Duty, and tax on dividends. Dividend income is not included in the net performance result of the instrument and should be considered separately.
9. What are product manufacturers and distributors?
A product manufacturer (e.g. Blackrock) is a firm which creates, develops, issues and/or designs investment products. Internaxx is a distributor, which means it makes instrument products available for trading to its customers.
10. Are there costs and charges that are excluded?
All costs and charges that could be directly linked to the individual investment are included. However, Internaxx also levies account level charges for services such as quarterly administration fees, cash withdrawal fees and debit interest. These charges are not included in the post-sales costs disclosure as they cannot be uniquely pro-rated to the investment impact.
11. Are government charges included in the figures?
Yes. Where applicable Government charges such as income tax, stamp duty and VAT are included.
12. What data is used to compile product manufacturer costs?
Internaxx calculates product costs based on data provided by Morningstar, or as described below.
13. Further information in respect of manufacturer costs and charges.
a. In most cases, product manufacturers have provided an ‘effective from’ date alongside the % cost to be applied, but sometimes this date does not cover the whole year. In order to be able to meet the requirement to provide an illustration for the whole year, we have assumed that this rate should be applied to the whole year, and we have based our calculation on this assumption. This means that we are effectively providing you with an estimate for part of the year. This estimate should not differ materially from actual figures.
b. Non-European Union providers have no obligation to comply with the new rules. As such, data has been sourced on a best endeavours basis using published information.
c. In relation to Real Estate Investment Trusts (REITS), only those classified as Alternative Investment Funds are captured under the new rules.
d. In a very small number of cases we have been unable to source data from Morningstar or directly from the manufacturers. In these scenarios we have used a proxy based upon a sector average of similar instruments.
e. The product transactions costs are the costs associated with buying and selling the underlying securities within the fund. The transactions costs disclosed under MiFID II are not a new additional cost. They have always been involved in managing a fund and are already fully reflected in the price of the instrument. However, this is the first time they have had to be disclosed separately and expressed in percentage and monetary terms.
13. My investment underwent a corporate action last year.
Where an instrument ceased to be traded through the year, or was transformed in any way, Internaxx provides two illustrations: one for the trading value up until the corporate action event, and one for the period from the corporate action date until the end of the year. In other words, you have illustrations for the lifecycle of each instrument.
- Reporting on 10% depreciations in leveraged instruments
When you buy a leveraged financial instrument (e.g. a leveraged ETF), we will notify you if the value depreciates by 10% (and thereafter at multiples of 10%).
If you are not satisfied with any aspect of our service you can tell us about your concerns in the following ways:
- By Telephone
In the first instance we would always prefer to hear from you by telephone on + 352 2603 2003.
This will allow you to have a discussion with one of our representatives who will listen to your concerns, consider the issues raised, discuss your options and attempt to resolve your concern at first contact.
It is not always possible to resolve your concern at the first point of contact, in these instances our representatives will take full details of any issues raised and arrange for your concern to be investigated internally. We will then contact you to explain our findings.
We may also ask you to provide details of your complaint in writing if we are unable to resolve the issue at first contact.
- By Email, Letter or Fax
You can send full details of your complaint by email to email@example.com or by fax to (+352) 26032042.
If you prefer to send your concerns by postal mail, you should address your letter to:
Client Services Manager,
2 rue Edward Steichen
How long will it take?
Our aim is to resolve your complaint at first contact. If we are unable to do this, we will write to you to within 10 business days to:
- Acknowledge the reception of your complaint
- Explain why we have not managed to resolve your concern
- Tell you who is dealing with your concern and how to contact them
- Obtain further information to help us resolve your case
Please note that a complaint received on any day other than a business day, or after 17.00hrs CET on a business day, will be treated as received on the next business day for reporting purposes.
Once we have sent you an acknowledgement of receipt of your complaint, we will aim to resolve your case within one month from receipt.
In exceptional circumstances where the issues raised are particularly complex, matters may take longer to resolve. We will inform you when we expect to reach a final conclusion and when we anticipate providing you with our final response.
Our final response, once issued will explain the outcome of our investigation and make you aware of the availability and contact details of the Commission de Surveillance du Secteur Financier (CSSF) who can be contacted should you not be satisfied with our response.
What happens if we cannot reach agreement?
The CSSF operate a process to facilitate out-of-court resolution of complaints between customers and financial institutions and acts independently of Internaxx Bank. It provides a service as an unbiased adjudicator.
The CSSF address is:
Commission de Surveillance du Secteur Financier
110, route d'Arlon
Tel : (+352) 262511
Fax : (+352) 26251601
Email : firstname.lastname@example.org