Complaints

Complaints

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.

Three successive levels of complaint are available to you:

  1. You are a Corporate & Investment Banking Division client
  2. You are a client of Natixis Financement
  3. You are a client of EuroTitres
  4. You are a client of Natixis Interépargne

 

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
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:

If you are a natural person

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: http://lemediateur.fbf.fr/

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

 

You are a client of Natixis Financement

  • 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 email to the following address:

NATIXIS FINANCEMENT
Service Consommateurs
TSA 68004
59781 LILLE CEDEX 9
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:

- by post to M. le médiateur de l’ASF – 75854 Paris cedex 17, FRANCE
- by entering the form on the website of the 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 of the notification of referral.

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 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/

 

You are a client of EuroTitres

  • First contact your usual relationship manager
  • 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

If you are a natural person

a) You may refer your request, free of charge, in the case of a dispute on a financial instrument, either the FBF Ombudsman, either or the one of the AMF; 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 dor referral to the FBF Ombudsman
- by post to the following address: Monsieur le médiateur CS 151 – 75422 Paris cedex 09, FRANCE
- by email to the following address: mediateur@fbf.fr
- or by filling in a form on the website of the Ombudsman http://www.lemediateur.fbf.fr/

The FBF Mediation Charter is available (in English) on the FBF website : http://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 referral to the AMFOmbudsman

- 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 Ombudsman: http://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 savings products.

 

If you are a legal person

You may refer to the AMF Ombudsman, free of charge, in the case of a dispute of an individual nature that comes within the AMF's jurisdiction. The conditions and terms for the referrral are stated above.

  

You are a client of Natixis Interépargne

  • You have an employee savings account at Natixis Interépargne
    First contact your usual relationship manager

  • If the answer you receive is not satisfactory, you can send your request, via mail, 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

Natixis Interépargne will provide an answer within ten (10) days.
 

  • As a last resort 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 - 1, place de la Bourse 75082 Paris Cedex 02
- by filling in a form on the website of the mediator: http://www.amf-france.org/

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