HONG KONG SAR

Natixis Corporate & Investment Banking is committed to providing you with excellent customer experience through the delivering of our products and services. If you are not satisfied with our products or services, you may lodge a complaint to our Client Services team by email or by post at the address listed above.

In line with local regulatory requirements, we commit to acknowledging receipt of your complaint within 7 calendar days.  Within 30 calendar days after receiving your complaint, we will provide you with a response.  If we are not able to respond to you within 30 calendar days, an interim response will be provided to explain why we are not in a position to make a full response and to give an indicative timeframe for a full response. In any case, a response will be provided to you within a reasonable period of time (normally not exceeding 60 calendar days), taking into account the nature and complexity of the complaint.

If we are able to resolve your complaint or provide a response within 7 calendar days of receiving your complaint, we may combine the acknowledgement of your complaint with the response.

Our aim is to resolve all complaints directly. However, if you consider that your complaint is not sufficiently addressed despite our best efforts, you have the right to refer the matter to the Hong Kong Monetary Authority, Securities and Futures Commission and/or Financial Dispute Resolution Centre (for complaints that involve monetary dispute) as appropriate.