COMPLAINTS PROCEDURE

You can address your complaints to Candriam free of cost: 
* via https://contact.candriam.com or complaints(at)candriam.com or atencionalcliente(at)candriam.com  (for Spanish investors)
* via post:

Compliance Department
Candriam Luxembourg
19-21 route d’Arlon
8009 Strassen
Luxembourg

The Head of Compliance of Candriam Luxembourg  will acknowledge receipt of any complaint within, at most, ten working days of receipt of said complaint, unless, that is, we directly provide an appropriate reply prior to that deadline. In all cases, we shall deliver an appropriate reply within, at most, one month following receipt of the complaint (save in exceptional, duly justified, circumstances).

COMPLAINTS HANDLING POLICY

REGLAMENTO PARA LA DEFENSA DEL CLIENTE

Should no agreement be forthcoming, and depending on the jurisdiction in which the complaint is to be resolved, the client shall be entitled to submit their complaint to the superiors of the professional whose details will, if necessary, be sent to the client and /or submit a request for out-of-court complaint resolution to :

Country

Name

Information

Belgium

Ombudsfin

Ombudsfin

North Gate II, Boulevard du Roi Albert II, n°8, bte. 2
1000 Brussels.
Tél. : +32 2 545 77 70
Fax : +32 2 545 77 79
E-mail : Ombudsman(at)Ombudsfin.be
Site : www.ombudsfin.be

France

Médiateur de l’AMF

Médiateur de l'AMF,
17 place de la Bourse
75082 PARIS CEDEX 02.

The form for requesting mediation from the AMF and the charter for mediation are available on the Website http://www.amf-france.org. »

Germany

BaFin

Bundesanstalt für Finanzdienstleistungsaufsicht

Street: Graurheindorfer Straße 108
Post code: 53117 Bonn
Country: Germany
Phone:+ 49 (0)228 4108-0

Website : https://www.bafin.de

Italy

CONSOB

CONSOB - Consumer Protection Office - Via G. B. Martini, 3 -
00198 Rome (Italy)

by fax: +39 06 8416 703 or +39 06 8417 707

https://www.acf.consob.it/glossario/-/asset_publisher/cThPbj4ayk1c/content/reclamo?inheritRedirect=false

Luxembourg

CSSF

CSSF - Commission de Surveillance du Secteur Financier
283, route d’Arlon
L-1150, Luxembourg

CSSF Regulation N ° 16-07 concerning the out-of-court settlement of claims published in the Mémorial A - n ° 228 of 11 November 2016. It is also available on the CSSF website : http://www.cssf.lu/fileadmin/files/Lois_reglements/Legislation/RG_CSSF/RCSSF_N. 16-07.pdf

The complaint must be presented to the CSSF within a maximum of one year from the date on which the claimant lodged his claim (with the same object) to the director in charge of the professional.

Netherlands

Kifid (AFM)

Kifid address

Klachteninstituut Financiële Dienstverlening (Kifid)
Postbus 93257
2509 AG, DEN HAAG
Telephone: 070-333 8 999 
www.kifid.nl

https://www.afm.nl/en/consumenten/themas/klacht

Spain

Cominsionado para la Defensa del Inversor de la CNMV

Comisionado para la Defensa del Inversor de la CNMV

Correo electrónico : inversores(at)cnmv.es

Oficina en Madrid :

Torre Serrano

Serrano, 47

28001 Madrid

Teléfono : 902 149 200

Fax : 91 585 17 01

Oficina en Barcelona

Passeig de Gràcia, 19-4a

08007 Barcelona

Teléfono : 902 149 200

Fax : 93 304 73 10

 

Référence légale : Orden ECO 734 2004, de 11 de marzo

 

REGLAMENTO PARA LA DEFENSA DEL CLIENTE

 

*can be reached at least 1 month after the application

Switzerland

FINMA

No Ombudsman function but provide several contacts :

https://www.finma.ch/en/finma-public/fragen-und-antworten/

https://www.finma.ch/en/finma-public/reporting-information/

U.A.E.

Central Bank of the U.A.E.

A complaint can be filed:

Online

By Fax +971 2 6916004

Complaints can also be filed in person by visiting any one of the Central Bank branches in Al Ain, Dubai, Sharjah, Ras Al Khaimah or Fujairah.

Website : https://www.centralbank.ae

UK

Ombudsman for financial conflicts

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

E-mail : complaint.info(at)financial-ombudsman.org.uk 
Website : http://www.financial-ombudsman.org.uk/

 

*can be reached at least 1 month after the application