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

Flexstone Partners 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, Flexstone Partners 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 customer vis-à-vis a professional operator. A request for information, opinion, clarification, service or provision of a service does not constitute a complaint.

Handling complaints
Complaints may be sent by post, telephone or e-mail, or may be forwarded via the customer’s usual point of contact.
The address for complaints sent by post is:
Flexstone Partners Paris : 5/7, Rue Monttessuy, 75 007 Paris.
Flexstone Partners Geneva : Chemin du Pavillon 5. CH – 1218 Le Grand Saconnex
Complaints made via telephone or e-mail should be done via the client’s usual point of contact

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 following their receipt
  • When it is impossible to comply with this deadline, 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 not satisfactory solution has been found 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 Flexstone Partners 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 post to the following address:
Médiateur de l’AMF (AMF Mediator)
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).To help you with problems that you might have with foreign firms, the existing national complaint schemes for financial services have joined together in a cooperation network called: the cross-border out-of-court complaints network for financial services (FIN-NET « http://ec.europa.eu/internal_market/fin-net/index_en.htm »).