For the purposes of this policy, a complaint consists in the expression of at least one of the three following elements left outstanding after having been examined and processed by the operational level responsible for deciding these issues:
- A complaint regarding an employee or the firm;
- A real or potential prejudice to the consumer identified;
- Corrective measures claimed.
In the case of an incomplete complaint, the plaintiff is notified, including a request for additional information; to which the plaintiff must respond within 15 days. Failing which the complaint is deemed withdrawn.
If the plaintiff is not satisfied with the result of the handling of his or her complaint or of the process itself, a request can be made for the transfer of the file to the AMF.
This right can only be exercised by the plaintiff after expiration of the delay for obtaining a final response and within one year of the reception date of such response.
The file transferred to the AMF contains all supporting documents for the complaint.
The firm remains responsible for the application of privacy rules protecting personal information.