BNP Paribas Asset Management (BNPP AM) has a complaints procedure in place to be able to handle client complaints in an efficient, transparent and balanced way in line with applicable laws and regulations.
1 – Definition of a complaint
A complaint is defined as an expression of displeasure by an identified client. A request for information, an opinion, explanation of a product or service and a subpoena are not considered a complaint.
2 – Complaints procedure
Each complaint must be sent to the client’s contact person. If the client is not satisfied or does not agree with the response to or handling of the complaint, the client should submit a written complaint. The letter can be sent to the following address:
BNP Paribas Asset Management France, Netherlands Branch
Attn Head of Client Service Netherlands
P.O. Box 71770
1008 DG Amsterdam
3 – timelines Complaints handling
BNPP AM seeks to:
- Within a maximum of 10 working days, from the time the complaint was received, to send an acknowledgement of receipt, unless the complaint can be answered and/or settled within the same timeframe.
- Within 2 months of receipt of the complaint, to answer and/or settle the complaint, with the exception of specific or exceptional cases.