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Complaints management policy

 

BNPP Asset Management (“BNPP AM”) 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 Asset Management
14 rue Bergère
75009 Paris.

3 – Processing deadlines

BNPP AM 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 AM, 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 http://www.amf-france.org / section : Ombudsman).

Investments in the aforementioned fund are subject to market fluctuation and risks inherent in investing in securities. The value of investments and the revenue they generate can increase or decrease and it is possible that investors will not recover their initial investment. Source: BNP Paribas Asset Management Holding.