Complaints about our service

We want to provide our customers with the highest possible level of service. Our most important feedback comes from you, the customer. Your feedback allows us to continually improve our level of customer service.

How to file a complaint:

If you, as a customer, are dissatisfied with any aspect of the service you have received and wish to make a complaint:

1. you can go to or contact your office to file a complaint, preferably through your relationship person;

2. if you prefer to submit a formal request, you can do so by sending a letter to the Complaints Department:

Please provide as much information as possible about your complaint, including:

• a description of the circumstances giving rise to your complaint;

• your account details;

• your contact details;

• what you suggest to be done to rectify the situation;

• copies of any supporting documents you have.

We will not charge you for filing a complaint.

Next steps:

Once we have received your complaint, we will send you a written acknowledgement. We will do this within a maximum of ten (10) working days from the date of receipt of the complaint.

Complaints received on a non-working day or after the close of business on a working day are deemed to have been received on the next working day.

We will carry out our investigation as quickly as possible and give a definitive response to your complaint within sixty (60) working days from the date on which we send you our acknowledgement of receipt. In some cases, this period may be longer, particularly if your complaint is particularly complex and requires additional processing time.

If we are unable to complete our investigation within sixty (60) working days, we will let you know and keep you informed of the progress of our investigation.

For complaints relating to payment services, we will send you our final response within a maximum of fifteen (15) working days of receiving your complaint (extended to thirty-five (35) working days if, in accordance with the provisions of article L.133-45 of the French Monetary and Financial Code, a response cannot be given within fifteen working days for reasons beyond our control).

How we will investigate your complaint:

We will investigate your claim as quickly and efficiently as possible. We will examine all the facts on the basis of the evidence available to us and reach fair and reasonable conclusions. Our aim is to act as competently, diligently and impartially as possible.

We will always do our best to resolve your problem.

We may ask you for further information about your complaint, in which case we will contact you or anyone else necessary. If we need to disclose your personal data to another person for the purposes of the investigation, we will first seek your consent in accordance with applicable laws and regulations.

Where we consider it appropriate, we will take into account similarities with other claims we have received and regulatory guidelines.

What is a final response; who can I contact if I am not satisfied with the outcome of a complaint?

Our final response to your complaint will set out the results of our investigation and offer corrective action where appropriate. If we reject your complaint, we will tell you why.

Si desestimamos su reclamación, le indicaremos los motivos.