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Complaints Management Policy

 

BNP Paribas Funds (“BNP Paribas Funds”) has set up a complaint-handling system to deal with any Client complaints efficiently, transparently and 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 Funds Head Office
60, avenue J.F. Kennedy
L-2951 Luxembourg
Luxembourg

3 – Processing deadlines

BNP Paribas Funds undertakes to :

  • Within a maximum of 10 business days from receipt, 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 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 BNP Paribas Funds, 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