Complaints management

BNP Paribas Capital Partners (“BNPP CP”) 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 Capital Partners
14 rue Bergère
75009 Paris.

Request will be taken care of by the Complaints Processing Manager.

3 – Processing deadlines

BNPP CP 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 BNPP CP, 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 / section : Ombudsman).