Complaints management policy

Right to complain

Any customer or prospect of Firmancy ® has the right to submit a complaint relating to the services offered. Firmancy ® undertakes to treat each complaint seriously, fairly & within regulatory deadlines.

How to file a complaint?

You can submit your complaint through the following channels:

• By email to the dedicated address: contact@firmancy.com.
• By post to the address: , for the attention of the Complaints Department.
• Via the contact form available on the firmancy.com website.

Processing times

• Acknowledgment of receipt: within 48 working hours.
• Full response: within 10 working days for simple complaints.
• For complex complaints requiring in-depth investigation, the deadline can be extended to 35 working days, with information to the complainant.

External appeal

If the response from Firmancy ® does not satisfy you, you can contact the competent financial mediator in your country of residence, whose contact details will be communicated to you in our final response.

You can also contact the competent supervisory authority (ACPR, AMF or equivalent depending on your country).

Monitoring & continuous improvement

Firmancy ® analyzes all complaints received to identify areas for improvement of its services. An internal annual report is drawn up for this purpose.