Complaint Handling Policy
This policy establishes a fair and free procedure for handling complaints and resolving disputes related to the firm.
The firm's director is responsible for implementing the policy and acting as liaison with the Autorité des marchés financiers.
A complaint is the expression of dissatisfaction involving a reproach against a representative, identification of actual or potential harm, or a request for corrective action.
Complaints must be submitted in writing to the firm’s designated contact person.
The firm must acknowledge receipt of a complaint within five business days and provide a response within 90 days.
Each complaint must have its own file including the written complaint, analysis of the issue, and the final written response.
If the complainant is dissatisfied they may request that their complaint file be transferred to the Autorité des marchés financiers.
The firm must maintain a register of complaints and report them annually to the AMF.