Natixis - Paris

7, promenade Germaine Sablon
75013 Paris

+33 (0) 1 58 32 30 00

cib-communications@natixis.com

Complaints procedure

Natixis Corporate & Investment Banking is committed to providing you with excellent customer experience through the delivering of our products and services.

If you are not satisfied with our products or services, you can submit a complaint:

By email:  ENTER YOUR CLAIM ONLINE

By post at the address  : 7, promenade Germaine Sablon, 75013 Paris 

 

Without local regulatory requirements regarding the customer complaint handling, the French rules provided by ACPR/AMF regulators below are applicable to the Head Office:

  • Confirm receipt by email within 10 working days. Our confirmation will include details about the contact partner handling your complaint as well as the anticipated time to deal with it.
  • A response will be provided within a reasonable period of time, normally not exceeding 60 calendar days, taking into account the nature and complexity of the complaint.
  • If we are able to resolve your complaint or provide a response within 10 working days of receiving your complaint, we may combine the acknowledgement of your complaint with the response.
  • For complaints concerning a payment service, Natixis Corporate & Investment Banking undertakes to provide you with a response within fifteen (15) working days of receipt of your complaint, except in exceptional situations where a response will be provided to you no later than thirty-five (35) days.

 

Our goal is to address all complaints directly. However, if you feel that your complaint has not been adequately resolved despite our best efforts, you have the right to refer the matter to the ombusdman of AMF or to European commission online service if you deem it necessary : 

  • By Mail to the following address:

Médiateur AMF - Autorité des marchés financiers, 17 place de la Bourse, 75082 Paris Cedex 02, FRANCE

  • By Filling in a form on the website of the AMF ombusdman here  
  • For complaints related to payment services (DSP2 EU directive), you can refer to THE EUROPEAN COMMISSION which provide an online service for dispute resolution. This service is available through the link here.