In case of disagreement on how your account works or of dissatisfaction related to one of our products, Natixis undertakes to examine your request and to answer your complaint.

1. You are a Natixis Corporate & Investment Banking client

For detailed information on local specificities related to complaint handling at Natixis branches, please visit https://home.cib.natixis.com/locations and select the country.

For France and country without any specific regulation applicable to the local jurisdiction, Natixis Corporate & Investment Banking commits to acknowledge receipt of your complaint within ten (10) business days of receipt of your complaint and to provide you with a response within two (2) months.

The acknowledgement of receipt will provide the contact details of the department responsible for managing the complaint.

For complaints concerning a payment service, Natixis Corporate & Investment Banking undertakes to provide 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.

Depending on the status of your relationship with Natixis CIB:

1. For Natixis Corporate & Investment Banking client Contact your relationship manager first

2. For Natixis Corporate & Investment Banking clients and non-clients If you consider that the response you received is not satisfactory, send your request to:

Natixis –BP 4 –75060 Paris Cedex 02 France

You can also submit your complaint on our website:

ENTER YOUR CLAIM ON LINE

3. For all counterparties and as a last resort, if no satisfactory solution has been found, you can contact the appointed ombusdman.

For complaints related to investment activities other than life insurance (CTO, PEA, bonds, equities, UCIs, etc.), information of investors, executing orders (deadlines, content), issues in keeping securities accounts, etc, you can refer to the ombusdman of THE AUTORITÉ DES MARCHÉS FINANCIERS (AMF):

  • by post to the following address: Médiateur AMF - Autorité des marchés financiers, 17 place de la Bourse, 75082 Paris Cedex 02, FRANCE
  • or by filling in a form on the website of the AMF Ombudsman 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
 

2. You are a Natixis Interépargne client

Please visit the dedicated website:

Natixis Interépargne website