Customer complaints

What is a complaint?

A complaint is understood as being a statement arising from the customer’s dissatisfaction with the professional. A request for information, advice, clarification or service does not constitute a complaint.

IMPORTANT – For an efficient complaint processing

To which subsidiary within Groupama do you want to send your complaint?

TO GROUPAMA ASSET MANAGEMENT ?

You can send your complaint about a Groupama Asset Management’s product or service either by:

Groupama Asset Management
Direction du Développement
Réclamation Client
25 rue la Ville l’Evêque
75008 Paris
FRANCE

We promise to acknowledge receipt of your complaint within a maximum of ten business days. It will then be processed within no more than two months. You will be informed if this is not possible.

What to do if you are not satisfied with the response you receive from Groupama Asset Management ?

You can contact the Ombudsman at the AMF, the French financial markets authority. The Ombudsman will intervene in a conflict should the parties concerned require its assistance in order to settle the disagreement amicably and avoid it becoming the subject of legal proceedings. You can consult the Ombudsman Charter on the AMF website, at  www.amf-france.org

Your complaint should be registered electronically by completing the online form on the AMF website or by sending a letter to the following address:

Médiateur de l’AMF (AMF Ombudsman)
Autorité des marchés financiers
17, place de la Bourse
75082 Paris
FRANCE

TO ANOTHER SUBSIDIARY OF GROUPAMA’S ?

  • Insurance : please ask your commercial agency for the contact information of the regional office’s claims department serving your area
  • Bank :

– for individuals:

  • by phone : +33 9 69 32 20 20 (without surtax)
  • by e-mail, from the secure and free customer section, click on the section “Je contacte un conseiller” and choose the product “Banque”
  • by letter : Orange Bank – Service Réclamations, TSA 56792 – 95939 ROISSY CH DE GAULLE CEDEX – FRANCE

– for other customers: from the website  www.gbanque.com, choose your profile, then the section “Nous contacter” and then “Formuler votre réclamation”

  • Employee savings :
    • by phone : +33 1 43 60 43 60 and choose ” Réclamation ”
      filing the contact form on the website  www.groupama-es.fr section “Nous contacter”.
    • by letter : Groupama Épargne Salariale – Service Réclamations – 46 rue Jules Méline – 53098 LAVAL Cedex 9 – FRANCE

 

Customer complaints