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 may not initialy constitute a complaint.

Important for an efficient complaint processing

 Before submitting any complaint, check to which entity of the Groupama Group you wish to address a complaint.

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

If your request does not concern the activities of Groupama Asset Management (UCIs or mandates)

but the insurance activities of Groupama Group, please ask your commercial agency for the contact information of the regional office’s claims department serving your area.

TREATMENT DELAYS

Groupama Asset Management is committed to :

  • acknowledge receipt of all complaints it receives within a maximum of 10 days except in cases where a response can be provided within this period;
  • respond to complaints within a maximum period of 2 months from the date of their receipt by Groupama Asset Management;
  • keep the customer informed in the event that this deadline cannot be met, of the progress of the processing of his complaint and of the specific circumstances which justify the fact that this deadline cannot be respected.

The response from Groupama Asset Management IS NOT SATISFIED ?

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 free of charge via the following address https://www.amf-france.org/en/amf-ombudsmanby completing the online form on the AMF website or failing that 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