Complaints handling and management policy
This policy, established in accordance with Articles 318-10 and 321-40 of the AMF General Regulation and AMF Instruction No. 2017-07, aims to describe the procedures for recording, handling, and processing complaints made by Audacia’s clients.
A complaint is a statement expressing a client’s dissatisfaction, excluding requests for information, advice, clarification, service, or assistance.
Cost
The handling of complaints is free of charge. However, the client is responsible for their own expenses (including postal, telephone, travel costs, etc.).
Internal recourse
Complaints can be addressed to:
- By post, to the following address:
Audacia
Attention: Head of Investor Relations
58 rue d’Hauteville
75010 Paris
France
- By e-mail, to the following address:
- By phone, at the following number:
01-56-43-48-00
To ensure that your complaint has reached us, it is recommended that you send it to Audacia with a request for acknowledgment of receipt.
Processing time
The complaint will be handled as quickly as possible upon receipt. Audacia has ten (10) business days from the receipt of the complaint to acknowledge it, unless a response has already been provided to the client within that timeframe.
Audacia will respond to any complaint within a maximum of two (2) months from the date of receipt of the complaint to the date the response is sent to the client, except in the case of duly justified special circumstances.
Exertal recourse
If the client is dissatisfied with the response provided by Audacia to the complaint and/or if the conflict remains unresolved, the client may refer the matter to the AMF Ombudsman through the following communication channels:
- By logging on to the AMF website at the following address:
- By post, to the following address
Autorité des Marchés Financiers
Attention: The Ombudsman
17 Place de la Bourse
75082 Paris Cedex 02
France
- By fax, to the following number: 01-53-45-59-60