• Complaints

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

     1. You are a client of Natixis Interépargne

    • First contact your usual relationship manager
    • If the answer you receive is not satisfactory, you can send your request by post or by electronic means to the following address with your name, first name, address, company number, account number:

    NATIXIS INTERÉPARGNE
    Direction des Relations et Services Clients
    Service 9000
    14029 Caen Cedex 9

    Enter your claim online

    Natixis Interépargne agrees to acknowledge receipt of your claim within 10 working days. 

    • As a last resort, if you are an employee or an investor and if the answers are still not satisfactory, you can contact, free of charge, the Ombudsman of the French capital market authority (AMF): 

    Terms and conditions for referral to the AMF Ombudsman

    - by mail to the following address: Médiateur AMF - Autorité des marchés financiers, 17 place de la Bourse, 75082 Paris Cedex 02, FRANCE
    - by filling in a form on the website of the mediator: www.amf-france.org/

    The Mediator Charter of AMF Ombudsman is available on the AMF website.

     

    2. You are a Corporate & Investment Banking Division client

    • First contact your usual relationship manager
    • 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

    Send an email

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

    • As a last resort and if no satisfactory solution has been found, you can contact:

    An Ombudsman in France

    If you are a natural persona

     a) You may refer your complaint, free of charge, in the case of a dispute related to a financial instrument, either to the "Fédération Bancaire Française" (FBF) Ombudsman, or to the Autorité des marchés financiers Ombudsman; the choice of the Ombudsman is final.The Ombudsman must be referred to within a year of the complaint submitted to Natixis and only after all the internal remedies mentioned above have been used. 

    Terms and conditions for referral to the FBF Ombudsman

    - by post to Monsieur le Médiateur, CS 151, 75422 Paris Cedex 09, FRANCE
    - electronically to the following address: mediateur@fbf.fr 
    - by filling in the form on the website of the Ombudsman: www.lemediateur.fbf.fr/.

    The Mediation Charter (only in French) is available on the website of the FBF Ombudsman: www.lemediateur.fbf.fr/. The Ombudsman will answer you directly within a maximum period of ninety (90) days of the notification of referral.

    Terms and conditions for the referral to AMF Ombudsman

    - by post to the following address: Médiateur AMF - Autorité des marchés financiers, 17 place de la Bourse, 75082 Paris Cedex 02, FRANCE
    - or by filling in a form on the website of the AMF Ombudsman : www.amf-france.org

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

     

    b) You may refer to the FBF Ombudsman, free of charge, for other disputes relating to banking products and services.The Ombudsman has juridiction 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 saving products, within one year of the claim submitted to Natixis. 

     

    . If you are a legal person

    You may refer, free of charge, to the AMF's Ombudsman, in the case of a dispute of an individual nature that comes within the AMF's jurisdiction.

    The conditions for referral are stated above. 

     

    An Ombudsman for Corporate & Investment Banking locations within the European Union

    The national competent authorities of our Corporate & Investment Banking division locations within the European Union are as follows :

    Germany

    Federal Financial Supervisory Authority (BaFin)

    Federal Ministry of Finance (BMF)

    Federal Ministry of Justice and Consumer Protection (BMJV)

    Federal Ministry of Economics and Technology (BMWi)


    Italy

    Bank of Italy

    CONSOB

    Italian Competition Authority


    Spain

    Bank of Spain


    United Kingdom

    Financial Conduct Authority

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