HTL Capital Management has set up a customer complaint management system designed to efficiently and transparently process the claims of its customers, in accordance with the applicable regulations. This device applies to all customers regardless of their category.
TREATMENT OF CLAIMS WITHIN HTL CAPITAL MANAGEMENT
HTL Capital Management undertakes to treat any complaint from a client according to the following principles:
- transparency towards the customer,
- free access to the complaints handling system,
- time to process the appropriate response given the complexity of the claim.
For each claim, HTL Capital Management will inform the customer of the deadline within which he undertakes to provide a response (from 10 working days to 2 months maximum, unless duly justified). In the event of a complex resolution resulting in exceeding this deadline, the customer will be promptly notified.
The communication sent by the customer must clearly indicate that it is a complaint.
The claim must be sent by mail or e-mail to the usual contact of the management company with whom the client is in direct contact.
MEDIATION OF THE AUTHORITY OF FINANCIAL MARKETS
If a client is dissatisfied with the response to his claim, he may have recourse to a mediator. To do this, he can apply by mail to the AMF mediator at the following address: Mediator of the AMF Autorité des marchés financiers 17 place de la Bourse 75082 PARIS CEDEX 02