Complaints
If something we did fell short, we want to hear it in full. Complaining is free, it goes to the President of the company, and it does not affect the service you receive.
1. Our commitment
A complaint is any expression of dissatisfaction with our service — the advice given, the way it was communicated, our fees, or how we handled your data. You do not need to use a particular form of words, and you do not need a lawyer.
We handle complaints free of charge, in the language of your relationship with us (English or French), and we treat them as information about what to fix, not as a nuisance.
2. How to complain
- BY EMAIL (FASTEST)
- e.grigorian@axplusb.eu
- ONLINE
- Contact form — start your message with “Complaint”
- BY POST
- AXPLUSB SAS — postal address for complaints to be confirmed
- RESPONSIBLE PERSON
- Eduard Grigoryan, President
3. What to include
- Your name and the email address or account reference we know you by.
- What happened, and when — dates and, where relevant, the recommendation concerned.
- Why you think it was wrong, and what impact it had on you.
- What you would like us to do to put it right.
- Copies of anything that supports your account — messages, statements, screenshots.
The more precise the complaint, the faster we can investigate it properly.
4. What happens next
- Acknowledgement — within 10 business days. We confirm we have your complaint and tell you who is dealing with it.
- Investigation. We review the file, the advice issued and the correspondence. We may come back to you for clarification.
- Final answer — within two months of receipt. You get a written, reasoned reply. If exceptional circumstances make that impossible, we will tell you why and give you a new date.
- If we got it wrong, we say so, explain what we are changing, and set out what we propose to do about it.
These are the service commitments we make to you. Any shorter deadlines imposed by applicable regulation apply in addition and take precedence; the definitive regulatory timetable is to be confirmed.
5. If you are still not satisfied
You can take the matter further, and using our procedure first does not remove any of your rights.
- Mediation. The competent mediator or ombudsman for our activity, and how to refer a case to them, are to be confirmed — we will publish the exact reference here and give it to you in our final answer.
- Data protection. For complaints about personal data, you may contact the CNIL — www.cnil.fr.
- Courts. You may bring proceedings before the competent French court; the exact competent jurisdiction is to be confirmed and stated in our terms of use.
6. Records and improvement
Every complaint is logged with its date, subject, outcome and the time taken to resolve it, and kept as described in our privacy policy. We review the log periodically to find recurring causes and fix them at the source.
7. Complaints about other providers
axplusb does not hold your money — your account is with a broker or custodian you contracted with directly (see safeguarding). Complaints about execution, custody, transfers or their charges must go to that provider, under their own procedure. Tell us anyway: we will help you frame it and follow up on the advisory side.