On this website, “Flexstone Partners” and “Flexstone” are the names used to designate all companies within the group Flexstone Partners.

Flexstone Partners (“the Firm”) has set up a complaint-handling system to deal with any customer complaints efficiently, transparently and in a harmonized manner, in accordance with the applicable regulations. Access to the Complaints Service is free-of-charge, and clients can lodge their complaint, in French or English. In case of disagreement on how your account works or of dissatisfaction related to one of our products or services, the Firm undertakes to examine your request and to answer your complaint.

Definition of complaints
A complaint is considered as any statement of dissatisfaction issued by a client vis-à-vis a professional operator. It may come from any person with an interest in taking action, even if there is no contractual relationship with the Firm: clients, former clients, holders of financial securities, persons who have requested a product or service from the Firm or who have been solicited by the Firm, including their agents. A request for information, opinion, clarification, service or provision of a service does not constitute a complaint.

Handling complaints
Complaints may be sent by mail, telephone or e-mail, or may be forwarded via the customer’s usual point of contact.
The address for complaints sent by mail is:
Flexstone Partners, Paris: 5/7, Rue Monttessuy, 75007 Paris, France.
Flexstone Partners, Geneva: Chemin de Blandonnet. CH – 1214 Vernier, Switzerland

Processing deadlines
Flexstone Partners undertakes to:

  • Acknowledge receipt of all complaints received within a maximum of 10 days, unless a reply can be provided within this period.
  • Respond to any complaints within a maximum period of two months from the date the complaint was sent.
  • When it is impossible to comply with these deadlines, customers must be kept informed of the complaint’s progress and any special circumstances that make it impossible to respect the aforementioned deadlines.

As a last resort and if no satisfactory solution has been provided, you may refer your request, free of charge, to the Ombudsman according to jurisdiction where complaints shall be addressed. The Ombudsman must be referred to within a year of the complaint submitted to the Firm and only after all the internal remedies mentioned above have been used.

The Autorité de Marchés Financiers (AMF) offers a mediator that can hear the case of any interested party, whether a physical person or a legal entity, and settle individual disputes whose nature falls within the scope of its remit, that is, financial investments. To use the mediation service, send a letter by mail to the following address:
Médiateur de l’AMF
Autorité des Marchés Financiers
17 Place de la Bourse
75082 Paris cedex 02, France
A mediation request form is available online from the AMF’s website (www.amf-france.org).

In Switzerland, client must address their complaints to Flexstone’s Ombudsman:
FINSOM – Financial Services Ombudsman
Avenue de la gare 66
1920 Martigny
+41 27 564 04 11
e-mail : info@finsom.ch
website : https://finsom.ch/fr/

The list of relevant Ombudsman is available on the European Commission website (Members of FIN-NET by country – European Commission (europa.eu))

Other countries
Please refer to the website of the competent national authority.