Borrower Feedback

Reviva Capital S.A. (“Reviva Capital”) is a licensed credit servicer under the framework of Directive (EU) 2021/2167 on credit servicers and credit purchasers (hereinafter the “NPL Directive”), acting on behalf of credit purchasers, Reviva Capital’s clients, in compliance with the requirements set out in the NPL Directive.


As part of its commitment to ensuring a high standard of service, Reviva Capital recognizes that sometimes borrowers can experience problems. If we can do something better, we’ll do our best to put it right.


We’re proud of our commitment to excellent service and we work hard to make sure every borrower has positive experience of working with us. Unfortunately, sometimes things go wrong, and we are committed to making sure we put things right as quickly as possible. If you think we’ve made a mistake, then let us know by following the complaints process below.


In accordance with Reviva Capital’s internal policies and procedures, those wishing to raise concerns or lodge a complaint (each, a “claimant”) may always contact the usual contact at Reviva Capital or communicate a concern or lodge a complaint as follows:

By post to the following address:


Reviva Capital S.A.

560A, rue de Neudorf

L-2220 Luxembourg


Or by email (link to Complaints@Revivacapital.com)

To allow Reviva Capital to address concerns or process a complaint timely, the concerns or complaint must be phrased using clear and concise language. The claimant must draw up a detailed and chronological summary of the facts giving rise to the concerns / complaint and provide any additional information relevant to the issue (transaction dates, correspondence or emails exchanged with Reviva Capital).


The claimant must also provide a copy of a valid identity document for identification purposes. When a concern is raised or complaint is lodged on behalf of a third party (a natural person or legal entity related to a borrower), the claimant must also present proof of their power of representation.


Reviva Capital will send acknowledgement of receipt within ten business days of

receipt of the correspondence.


Once a claimant has received acknowledgement of receipt, Reviva Capital will endeavor to resolve the complaint within one month of receiving it. However, if a response cannot be provided within this time, Reviva Capital will inform the claimant of the reasons for the delay and indicate a date by which investigation of the concern or complaint is likely to be finished.


Each complaint will be addressed in an equitable, objective and unbiased manner.


If the claimant is not satisfied with the solution proposed by Reviva Capital, a complaint may be submitted in writing to the CSSF, the financial regulator in Luxembourg, within one year from the date on which the initial concern or complaint was lodged:

by filling in the online complaint form where all relevant documents can be attached; or by sending the completed complaint form (PDF):


  • either by mail (simple mailing, no registered letter required) to the following address:



Commission de Surveillance du Secteur Financier

Département Juridique CC

283, route d’Arlon

L-2991 Luxembourg


  • or by email to the following address: reclamation@cssf.lu

The above complaint must be made in Luxembourgish, German, French or English language.


Complaints shall be documented in a Complaints Register which will report the date and nature of the complaints, the name of the complainant and a summary of the corrective action and possible procedural improvements.


As part of the overall complaints monitoring procedure, the person at Reviva Capital responsible for handling complaints regularly informs the board of directors of Reviva Capital of any systemic or recurring problems identified.