Complaints Management Policy
BNPP Asset Management (“BNPP AM”) has set up a complaint-handling system to deal with any Client complaints efficiently, transparently as well as in a harmonised manner, in accordance with the applicable regulations. Access to the complaints set up is free-of-charge.
1 – Definition of complaints
A complaint denotes a declaration of dissatisfaction by an identified client. Requests for information, opinion, clarification or service as well as summons are not complaints.
2 – Complaint handling process
The complaint should be sent to the Client’s usual point of contact. If the response is unsatisfactory, the Client can then send a written complaint by post to the address hereunder :
BNP Paribas Asset Management
14 rue Bergère
3 – Processing deadlines
BNPP AM undertakes to :
- Within a maximum of 10 business days from receipt within BNPP AM (LIST.AM.MAQS.CIBSALESSUPPORT@bnpparibas.com), issue a confirmation of receipt, unless the response itself is forwarded to the client within this time frame.
- A maximum of 2 months between the complaint receipt date within BNPP AM and the forwarding of a response to the client, except in the event of special, duly justified circumstances.
4 – Mediation by the Autorité des Marches Financiers (“AMF”)
In case of a persistent disagreement between the Client and BNPP AM, the Client can recourse to the AMF’s ombudsman.
The Client has to send a written request by post to the following address or by using the electronic form directly on the website :
AMF Ombudsman – Autorité des marchés financiers – 17, place de la Bourse – 75082 Paris Cedex 02 France
Or http://www.amf-france.org / section : Ombudsman).