Complaints

By mail:

By telephone:

+33 1 53 62 40 60

Por correo electrónico:

serviceclient@la-francaise.com

reclamations.clients@la-francaise.com

For your usual contacts, please see the page below:
Contact us

Complaint Handling Policy

Holders of financial instruments managed or designed by the La Française Group may contact us regarding any complaint related to these products (performance, net asset value, regulatory documents, etc.). Clients receiving investment services from La Française Group companies (investment advice, order reception and transmission, etc.) may also contact us about any complaint relating to the investment service provided.

The La Française Group’s policy for handling information requests and client complaints is set out in a dedicated document available here:

Consult our complaint handling policy

Mediators

La Française undertakes to acknowledge receipt of your request within ten business days and to provide a response within a maximum of two months from the date of receipt.

If you do not receive a response within two months, or if the reply provided does not meet your expectations, you may freely contact either:

• the Crédit Mutuel Mediator, or
• the AMF Mediator, the public mediator competent for all complaints relating to financial instruments.

Please note that your choice is final for the complaint in question.

The La Française Group has chosen its own mediator, namely the Crédit Mutuel Mediator, an independent and impartial professional selected for their expertise and experience.

You may contact the Crédit Mutuel Mediator:

Or online, via the form available at:
www.lemediateur-creditmutuel.com

For more information:

⇒ You can consult the Mediation Charter

⇒ You can visit the Crédit Mutuel Mediator’s website directly:
www.lemediateur-creditmutuel.com

You may also contact the Mediator of the Autorité des Marchés Financiers (AMF):

Or via the electronic form available here:
www.amf-france.org/en/le-mediateur

In accordance with Article D.321-1 of the French Monetary and Financial Code and MiFID II, investment advice is defined as the provision of personalized recommendations to a client, either at the client’s request or at the firm’s initiative, regarding one or more transactions involving financial instruments.

Under Article 9 of Commission Delegated Regulation (EU) 2017/565 of 25 April 2016, the scope of personalized recommendations covers: a) The purchase, sale, subscription, exchange, redemption, holding, or underwriting of a specific financial instrument; b) The exercise or non-exercise of a right conferred by a specific financial instrument to purchase, sell, subscribe, exchange, or redeem a financial instrument.

According to the CESR Q&A on MiFID (paragraphs 13–15):

• A recommendation may be explicit or result from an opinion, judgment, or assessment on the appropriateness of buying, subscribing, or selling a particular financial instrument, or exercising the rights attached to it;
• A recommendation differs from the mere provision of information at the client’s request.

“Order reception and transmission” refers to the activity performed by any investment service provider acting on behalf of a client by transmitting, for execution, orders relating to financial instruments to an authorized provider.