Complaints

Complaints

In case of disagreement on how your account works or dissatisfaction related to one of our products, Natixis undertakes to review your request and to answer your complaint.

3 successive level of complaint are proposed to you:

  1. You are a Wholesale Banking Division client
  2. You are a client of “EuroTitres”
  3. You are a client of Natixis Financement

You are a Wholesale Banking Division Client

  • First, please contact your usual contact
  • If you consider that the response you received is not satisfactory, you may send your request by post or by electronic means to the following address :

NATIXIS
Service de traitement des réclamations – Banque de Grande Clientèle
47 Quai d’Austerlitz
75013 Paris
FRANCE
reclamations-bgc@natixis.com


Natixis undertakes to provide a reply within sixty (60) days.

  • As a last resort and if no satisfactory solution has been found, you may refer your request, free of charge to the “Fédération Bancaire Française” (FBF) Ombudsman :

The Ombudsman is competent to deal with retail client disputes relating to services provided and the execution of contracts entered into for banking operations, payment services, investment services, financial instruments and services of saving products, within one year from the claim made to Natixis.

The Mediation Charter (only in French) is available on the website of the Ombudsman to the FBF: http://lemediateur.fbf.fr/

The request may be referred to the Ombudsman only when all the internal remedies mentioned above have been used. He will answer you directly within a maximum period of ninety (90) days from the notification of referral.

The “Autorité des Marchés Financiers” (AMF) has an Ombudsman who may be contacted, free of charge, by any natural or legal person, involved in a dispute of an individual nature that comes within the AMF’s jurisdiction.

You may contact the AMF Ombudsman:

    • by post by sending a letter to the following address :

Médiateur de l’AMF
Autorité des marchés financiers
17 place de la Bourse
75082 Paris Cedex 02
France

The AMF Mediation Charter is available (in English) on the AMF website.

You are an “EuroTitres” client

  • First, please contact your usual contact
  • If you consider that the response you received is not satisfactory, you may send your request by post to the following address :

NATIXIS
Département Eurotitres
Service Relations Clientèle
10-12 rue Winston Churchill
94220 Charenton le Pont
FRANCE

Natixis undertakes to provide a reply within sixty (60) days.

  • As a last resort and if no satisfactory solution has been found, you may refer your request, free of charge, to the “Fédération Bancaire Française” (FBF) Ombudsman :

The Ombudsman is competent to deal with retail client disputes relating to services provided and the execution of contracts entered into for banking operations, payment services, investment services, financial instruments and services of saving products, within one year from the claim made to Natixis.

The Mediation Charter (only in French) is available on the website of the Ombudsman to the FBF: http://lemediateur.fbf.fr/

The request may be referred to the Ombudsman only when all the internal remedies mentioned above have been used. He will answer you directly within a maximum period of ninety (90) days from the notification of referral.

The “Autorité des Marchés Financiers” (AMF) has an Ombudsman who may be contacted, free of charge, by any natural or legal person, involved in a dispute of an individual nature that comes within the AMF’s jurisdiction.

You may contact the AMF Ombudsman:

    • by post by sending a letter to the following address :

Médiateur de l’AMF
Autorité des marchés financiers
17 place de la Bourse
75082 Paris Cedex 02
France

The AMF Mediation Charter is available (in English) on the AMF website.

You are a client of Natixis Financement

  • First, please contact your usual contact
  • If you consider that the response you received is not satisfactory, you may send your request by post or by electronic means to the following address :

NATIXIS
Service Consommateurs
Le Sequana 1
89 quai Panhard et Levassor
75013 Paris
FRANCE
serviceconsommateurs@financement.natixis.com


Natixis Financement undertakes to provide a reply within ten (10) days.

  • As a last resort and if no satisfactory solution has been found, you may refer your request, free of charge, to the “Association Française des Sociétés Financières” (ASF) Ombudsman :

The Ombudsman is competent to deal with retail client disputes relating to services provided and the execution of contracts entered into for banking operations, payment services, investment services, financial instruments and services of saving products, within one year from the claim made to Natixis Financement.

The Mediation Charter (only in French) is available on the website of the ASF Ombudsman : http://www.asf-france.com/mediation/

The request may be referred to the Ombudsman only when all the internal remedies mentioned above have been used. He will answer you directly within a maximum period of ninety (90) days from the notification of referral.