New queries and existing cases

Tips to gain time

New queries via email:

Email to just one Euroclear address, even if you’re not sure it’s the right team:

  • if necessary, we will redirect it to the right team (without changing the Case number, if the query already exists). 
  • don’t send your query to multiple teams ‘just to make sure’ the right one picks it up: it may slow down the process as the relevant teams will need to align
  • always include your account number (format: account number 12345 or ACC 12345)

Follow-up emails on existing cases:

Include the Case number in the subject line, as in 'CASE <Case Number>’


Follow-up calls on existing cases:

Keep the Case number at hand (and any details you need to explain the case)