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Complaints policy

Customer satisfaction is essential to Lyxor.

If, however, you encounter any difficulty, or wish to file a claim or complaint relating to a service provided by Lyxor in the UK, you can contact us. Your request will be considered carefully, and Lyxor in the UK will acknowledge receipt of your claim within 10 business days, and will respond to it within a maximum of two months.

Internally in Lyxor

In the first instance contact your usual commercial contact.

If you are not satisfied with the response you receive, you may direct your concern to a contact independent from Lyxor commercial staff, by contacting the Client Service Team either by email at info@lyxoretf.co.uk or by mail to: 

Lyxor International Asset Management, Service Client, 17 cours Valmy, 92987 Paris, La Défense – France

For activities outside of the Lyxor perimeter, or where a Lyxor client is not satisfied with the outcome of a complaint to the independent contact mentioned above, the intervention of the  Ombudsman of the AMF can be requested by sending a letter to the following address:

Médiateur de l'AMF Autorité des marchés financiers, 17, place de la Bourse 75082 PARIS CEDEX 02

Externally

If you consider that your claim or complaint has still not been sufficiently addressed internally and if you qualify as an Eligible Complainant within the scope of the FCA Handbook, DISP 2.7, you can request the intervention of the UK Financial Ombudsman Service within 6 months of our final response. More information about the Financial Ombudsman Service is available on their website at http://www.financial-ombudsman.org.uk.

Independently of this, you are also entitled to start proceedings in a civil court. 

For more information, we can, upon request, provide you with a summary of our policy and procedure to handle complaints. We will provide you with this summary document when acknowledging the receipt of a complaint.

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 Collection of your information Internally in Lyxor
 Use of your information Externally