Seeyond has put in place a system to effectively, transparently and harmoniously handle customers ‘ claims in accordance with applicable regulations.
Access to claims processing is free, and customers can file their claim as the case (i) in French or (ii) in one of the official languages of the Member State in which the OPC (collective investment agency or investment fund) is marketed or in which the service is provided.
Definition of claim
A claim is defined as a statement of customer dissatisfaction with the professional.
A request for information, advice, clarification or a service is not a claim.
Requests and claims may include management, portfolio performance, pricing, legal documentation or any information related to the service provided.
ORGANISATION OF CLAIMS PROCESSING WITHIN SEEYOND
How to transmit a claim
A complaint can be made by mail, phone or email, or to the customer's usual contact :
Complaints by mail are addressed to: Seeyond - Customer Service, 43 Avenue Pierre Mendès France - CS 81436 - 75648 Paris Cedex 13 France.
Claims made by telephone are recorded by customer support officers.
Complaints by email should be directed to : ClientServicingAM@natixis.com
Seeyond commits to:
- Confirming all claims it receives within a maximum of 10 days, except in cases where the response can be made within that time
- Responding to claims within two months from the date they are received
- Informing the client in the event that this deadline cannot be met, the processing of the claim and the special circumstances that justify the fact that this deadline cannot be met
MEDIATION BY THE FINANCIAL MARKETS AUTHORITY
The Financial Markets Authority has an Ombudsman who can be requested by any interested person, individual or legal entity, in the context of an individual dispute within the scope of its competence, namely financial investments.
You can mail your request to :
Financial Markets Authority (AMF)
17 Place de la Bourse
75082 PARIS CEDEX 02A
A mediation application form is available on the AMF website: (www.amf-france.org).