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.

Three successive levels of complaint are proposed 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”

You are a Corporate & Investment 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:

If you are a client, a natural person

a) You may refer your request, free of charge, in the case of failure on a financial instrument, either to "Fédération Bancaire Française" (FBF) Ombudsman, or to the Autorité des marchés financiers Ombudsman; the choice of the mediator is final.

The request may be referred to the Ombudsman only when all the internal remedies mentioned above have been used and may intervene within a year from the complaint made to Natixis.

Conditions and terms of the entry of the Ombudsman to the FBF

- by post at Monsieur le Médiateur, CS 151, 75422 Paris cedex 09, FRANCE
- electronically at the following address : mediateur@fbf.fr
- by entering 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 Ombudsman to the FBF: http://lemediateur.fbf.fr/. The Ombudsman will answer you directly within a maximum period of ninety (90) days from the notification of referral.

 

Conditions and terms of the entry of the Ombudsman to the AMF
- 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

- or by entering 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, free of charge, for other disputes relating to banking products and services to the FBF.

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.

 

If you are a client, 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 terms of the entry are stated below.

 

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 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 at 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 from the notification of referral.

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/

 

You are a client of EuroTitres

  • 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

If you are a client, a natural person

a) You may refer your request, free of charge, in the case of a dispute on a financial instrument, either the Ombudsman to the FBF, either the one of the AMF; the choice of the Ombudsman is final.

The request may be referred to the Ombudsman only when all the internal remedies mentioned above have been used and must intervene within one year from the claim made to Natixis.

Conditions and terms of entry of the Ombudsman to the FBF
- by post by sending a letter to the following address: Monsieur le médiateur CS 151 – 75422 Paris cedex 09, FRANCE
- by sending an email to the following address: mediateur@fbf.fr
- or by entering 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 from the notification of referral.

 

Conditions and terms of entry of the Ombudsman to the AMF
- by post by sending a letter to the following address: Médiateur AMF – autorité des marchés financiers, 17 place de la Bourse- 75082 Paris cedex 02-FRANCE
- or by entering 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, free of charge, for other disputes relating to banking products and services to the Ombudsman of the FBF.

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.

 

If you are a client, a legal person

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