Our customer service framework has two main objectives:
- The improvement of unitholder satisfaction through the rapid and reasonable handling of the complaints we receive.
- Improving our products, procedures and the functioning of our organisation. By identifying potential weaknesses or malfunctions, the monitoring of complaints helps us to implement the appropriate corrective actions.
The purpose of this page is to describe the process for filing a complaint. It is also designed to inform about the commitments we make and to provide any useful information on our procedure for handling complaints and possible solutions.
Do you need to file a complaint?
A complaint is strictly understood as a statement of dissatisfaction with Crédit Mutuel Asset Management in connection with the service provided (financial management), the subscription to one of our UCIs or the legal documentation of one of our funds.
However, any request for information, advice, clarification, service or provision to Crédit Mutuel Asset Management will be processed by our teams, although not considered a complaint.
How do you go about filing a complaint?
- Complaints can be submitted at any time to our Sales and Marketing Communication Department which will strive to find a solution.
- By email to the address below, specifying in the subject line of your message that it is a complaint:
Write to our contact email by clicking on this link. - By post to:
Crédit Mutuel Asset Management (Direction Commerciale Marketing Communication – Gestion des Réclamations)
4, rue Gaillon 75002 Paris.
- By email to the address below, specifying in the subject line of your message that it is a complaint:
- In the case of a subscription to one of our mutual funds on the advice of an intermediary not belonging to Crédit Mutuel Alliance Fédérale, we recommend that you file your complaint directly with this institution. Contact details for the complaints service are generally available on the website of the banking or insurance networks concerned.
- We ensure that your complaint is processed promptly, transparently, free of charge and as efficiently as possible.
Crédit Mutuel Asset Management undertakes to comply with the following processing deadlines:- No more than 10 business days from receipt of a complaint to acknowledge receipt, unless the response itself is made within that time limit;
- A maximum of 2 months between the date of receipt of a complaint and the date a response is sent, unless specific circumstances arise that we undertake to justify.
Crédit Mutuel Asset Management has put in place a policy for handling complaints and controls that make it possible, in particular, to identify malfunctions and monitor the application of corrective actions taken to resolve these malfunctions. Thus, in addition to French and English, which are our usual working languages, unitholders or shareholders of a UCI marketed in a Member State of the European Union may address their complaint to us in the official language of that State and will receive a reply in that same language.