EXAMPLE OF A STANDARD ACKNOWLEDGEMENT OF RECEIPT
INCLUDING THE NOTICE
DATE COMPLAINANT’S CONTACT INFORMATION RE: (Regulated person’s complaint file number)
Dear Mr. or Ms. or Mrs. We acknowledge receipt of your complaint received at our offices on………… A review of your complaint has been entrusted to the person in charge of complaint examination within our enterprise. If you wish, you may contact Mr. or Ms. or Mrs. X, as necessary, at the following address and telephone number: (indicate the contact
information of the person in charge of the examination of complaints).
NOTICE In accordance with our complaint examination policy, we will inform you in writing of our final position concerning your complaint, received on ……, within X days (time period for the examination of complaints provided for in the regulated person’s policy). In the meantime, we may need to contact you in order to obtain additional information. We also wish to inform you that if you are dissatisfied with our examination of your complaint or the outcome of this examination, you will be able to ask that your file be transferred to the Autorité des marchés financiers. To do so, you will have to wait for the expiry of the time limit set for obtaining our final answer (time period for the examination of complaints provided for in the regulated person’s policy), without, however, exceeding a period of one year following the date of receipt of this answer. Following the transfer of your file to the Autorité des marchés financiers, the latter will proceed with its examination and may recommend mediation if it deems it appropriate and the interested parties agree. We wish to remind you that mediation is an amicable settlement process in which a mediator intercedes with the parties to assist them in reaching a satisfactory agreement. Finally, please note that the transfer of your file to the Autorité des marchés financiers does not interrupt the prescription relating to your recourses before the civil courts. For your information, you will find enclosed herewith a copy of our complaint examination policy. c.c.: Autorité des marchés financiers