CNPD
COMMISSION
NATIONALE
POUR LA
PROTECTION
DES DONNEES
Deliberation No 60_RECL52_2025 of 26 June 2025 of the National Data Protection Commission, in a plenary session, on complaint file No 11.643 lodged against the company [REDACTED] via IMI Article 61 procedure 595126
Having regard to Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (hereinafter: the 'GDPR');
Having regard to the Act of 1 August 2018 on the organisation of the National Data Protection Commission and the general data protection framework (hereinafter: the 'Law of 1 August 2018');
Having regard to the Rules of Procedure of the National Data Protection Commission adopted by Decision No 07AD/2024 of 23 February 2024 (hereinafter: the 'ROP');
Having regard to the Procedure for complaints before the National Data Protection Commission adopted on 16 October 2020 (hereinafter referred to as the 'Complaint Procedure before the CNPD');
Having regard to the following:
I. Facts and procedure
1. In the framework of the European cooperation, as provided for in Chapter VII of the GDPR, the Supervisory Authority of Norway submitted to the National Data Protection Commission (hereinafter: the 'CNPD') a complaint (national reference of the concerned authority: 21/01341) via IMI in accordance with Article 61 procedure - 595126.
2. The complaint was lodged against the controller [REDACTED] (hereinafter: [REDACTED]), who has its main establishment in Luxembourg. Under Article 56 GDPR, the CNPD is therefore competent to act as the lead supervisory authority.
3. The original IMI claim stated that the complainant liaised with [REDACTED] client service and asked [REDACTED] to close her account. [REDACTED] informed her that this was not possible because of permanent restrictions on the account.
4. In essence, the complainant asked the CNPD to request [REDACTED] to close his or her [REDACTED] account and delete any related personal data.
5. The complaint is therefore based on Article 17 GDPR.
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CNPD
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NATIONALE
POUR LA
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Deliberation No 60_RECL52_2025 of 26 June 2025 of the National Data Protection Commission, in a plenary session, on complaint file No 11.643 lodged against the company [REDACTED] via IMI Article 61 procedure 595126
6. On the basis of this complaint and in accordance with Article 57(1)(f) GDPR, the CNPD requested [REDACTED] to a written statement explaining its position on the matter presented in this letter, and, in particular, that [REDACTED] acts on the complainant's erasure request and provides the CNPD with a confirmation of such action or the reasons that would justify not acting on the request.
7. The CNPD received the requested information within the deadlines set.
## II. In law
### 1. Applicable legal provisions
8. Article 77 GDPR provides that 'without prejudice to any other administrative or judicial remedy, every data subject shall have the right to lodge a complaint with a supervisory authority, (...) if the data subject considers that the processing of personal data relating to him or her infringes this Regulation.'
9. Pursuant to Article 17 GDPR, a data subject may request the erasure of his or her personal data and the controller must erase the data subject's personal data without undue delay if one of the grounds provided for in Article 17(1) GDPR applies unless the controller can demonstrate that the processing falls within the scope of one of the exceptions set out in Article 17(3) GDPR.
10. Furthermore, in application of Article 12(2) GDPR "the controller shall facilitate the exercise of data subject rights under Articles 15 to 22". Recital 59 GDPR emphasises that "Modalities should be provided for facilitating the exercise of the data subject's rights under this Regulation, including mechanisms to request and, if applicable, obtain, free of charge, in particular, access to and rectification or erasure of personal data and the exercise of the right to object. The controller should also provide means for requests to be made electronically, especially where personal data are processed by electronic means."
11. Article 56(1) GDPR provides that '(...) the supervisory authority of the main establishment or of the single establishment of the controller or processor shall be competent to act as lead supervisory authority for the cross-border processing carried out by that controller or processor in accordance with the procedure provided in Article 60';
12. According to Article 60(1) GDPR, '[t]he lead supervisory authority shall cooperate with the other supervisory authorities concerned in accordance with this Article in an endeavour to reach consensus. The lead supervisory authority and the
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CNPD
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Deliberation No 60_RECL52_2025 of 26 June 2025 of the National Data Protection Commission, in a plenary session, on complaint file No 11.643 lodged against the company [REDACTED] via IMI Article 61 procedure 595126
supervisory authorities concerned shall exchange all relevant information with each other';
13. According to Article 60(3) GDPR, '[t]he lead supervisory authority shall, without delay, communicate the relevant information on the matter to the other supervisory authorities concerned. It shall without delay submit a draft decision to the other supervisory authorities concerned for their opinion and take due account of their views';
## 2. In the present case
14. [REDACTED] is authorised as a bank in Luxembourg pursuant to the Luxembourg Law of 5 April 1993 on the financial sector, as amended (hereinafter: the 'Law on the financial sector'). It is subject to the regulatory framework applicable to banks and supervised by the competent national supervisory authority Commission de Surveillance du Secteur Financier (CSSF). [REDACTED] is also subject to the obligation of professional secrecy set out in Article 41 of the Law on the financial sector and shall keep secret all information entrusted to it in the context of its professional activity. The disclosure of such information is punishable, under Article 458 of the Luxembourg Penal Code.
15. Following the intervention of the Luxembourg supervisory authority, the controller confirmed that:
- The complainant contacted [REDACTED] in March 2021 asking that her account be closed and that she was informed that the ability to close the account was not available as her account functionality had been limited. The complainant did not ask for her personal data to be erased during these communications, and her communications related only to her desire to close her restricted [REDACTED] account.
- Subsequently in June 2021 the complainant contacted [REDACTED] via the European Consumer Centre, complaining that her account functionality, including the ability to close the account, had been restricted and following a review of the account, the decision to restrict it was overturned, restoring all account features. The complainant's account was subsequently closed on the 16 June 2021, an action which ended the business relationship with [REDACTED]
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CNPD
COMMISSION
NATIONALE
POUR LA
PROTECTION
DES DONNEES
Deliberation No 60_RECL52_2025 of 26 June 2025 of the
National Data Protection Commission, in a plenary session, on
complaint file No 11.643 lodged against the company
via IMI Article 61 procedure
595126
# 3. Outcome of the case
16. The CNPD, in a plenary session, therefore considers that, at the end of the investigation of the present complaint, the controller has taken appropriate measures to grant the complainant's right to erasure, in accordance with Article 17 GDPR.
17. Thus, in the light of the foregoing, and the residual nature of the gravity of the alleged facts and the degree of impact on fundamental rights and freedoms, it does not appear necessary to continue to deal with that complaint.
18. The CNPD then consulted the Supervisory Authority of Norway, pursuant to Article 60(1) GDPR. The Supervisory Authority of Norway informed that CNPD that it repeatedly contacted the complainant and asked her to confirm whether she was satisfied with the outcome of the case but has not received any reply. Under these circumstances, the Supervisory Authority of Norway has indicated that it agreed to close the case. The CNPD has therefore concluded that no further action was necessary and that the cross-border complaint could be closed.
In light of the above developments, the National Data Protection Commission, in a plenary session, after having deliberated, decides:
- To close the complaint file 11.643 upon completion of its investigation, in accordance with the Complaints Procedure before the CNPD and after obtaining the agreement of the concerned supervisory authority. As per Article 60(7) GDPR, the lead supervisory authority shall adopt and notify the decision to the main establishment or single establishment of the controller.
Belvaux, dated 26 June 2025
The National Data Protection Commission
Chair
Commissioner
Deputy Member
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CNPD
COMMISSION
NATIONALE
POUR LA
PROTECTION
DES DONNEES
Deliberation No 60_RECL52_2025 of 26 June 2025 of the
National Data Protection Commission, in a plenary session, on
complaint file No 11.643 lodged against the company
via IMI Article 61 procedure
595126
# Indication of remedies
This Administrative Decision may be the subject of an appeal for amendment within three months
of its notification. Such an action must be brought by the interested party before the administrative
court and must be brought by a lawyer at the Court of one of the Bar Associations.
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