AMF Instruction 2012-07 addresses the handling of complaints and specifies the information that must be given on the system for handling complaints to the portfolio management company's client. In order to meet the requirements of the instruction, La Maison Partners has formalized a procedure for handling client complaints. A complaint is a statement of the client's dissatisfaction with the professional. A request for information, advice, clarification, service or provision is not a complaint.
It is possible to address a complaint:
La Maison Partners
75 rue du Faubourg Saint-Honoré
It is advisable to send a registered letter with acknowledgement of receipt in order to guarantee the correct receipt of the complaint.
All claims will be processed free of charge within 10 working days of receipt of the claim. If La Maison Partners is unable to process the claim within the time limit previously set, it will acknowledge receipt within 10 working days of receipt and will process it within two months maximum between the date of receipt of the claim and the date of sending the response to the client, unless special circumstances arise that are duly justified.
A register containing the complaints received shall be kept by the Portfolio Management Company. The latter organizes the follow-up and closure and puts in place measures if a malfunction is found.
In the event of rejection or refusal to grant the claim in whole or in part, La Maison Partners shall specify in the response given to the client, the possible means of recourse, in particular the existence and contact details of the competent mediator(s). The AMF Mediator may be referred to the AMF Ombudsman by any investor, consumer, individual or legal entity such as a company, association, pension fund having an individual dispute with a financial intermediary or issuer. The Mediator investigates, in law and in action, requests for mediation. In each case investigated, he proposes, by means of a recommendation, an amicable resolution of the dispute.
Clients may contact the AMF mediator:
Ms. Marielle Cohen-Branche
Autorité des marchés financiers
17 Place de la Bourse
75002 PARIS CEDEX 02