Client complaints

SILEX undertakes to take all reasonable measures to maintain an efficient and transparent process for the prompt handling of complaints received from clients or prospects.

What's a complaint ?

A complaint is a statement of dissatisfaction from a client or prospect. It is made in writing, in any form (letter, e-mail). Requests for information, advice or clarification requests are not complaints.

How can I submit a complaint?

Access to the complaint handling system is free of charge. You can address any complaint to your usual contact by telephone or e-mail, or contact the complaints department by one of the following means:
Email: clientcomplaint@silex-partners.com
Mail : mailing adress of the entity with which you are in contractual relationship with, depending on your profile and localization. The mailing adress of our different entities can be found HERE.
SILEX will acknowledge receipt of any claim in writing within a maximum of 10 working days from the date of receipt. SILEX will then provide a written response to any claim as soon as possible, and within a maximum of 2 working months from the date of receipt of the claim, except in the event of special circumstances requiring a longer period.

How to contact a mediator?

In Switzerland, SILEX INVESTMENT PARTNERS is affiliated to FINSOM, a financial services ombudsman, recognized by the Federal Department of Finance. If you are dissatisfied with our services and the response to your complaint, you can request mediation here.

In France, SILEX FINANCE has appointed a mediation entity approved by the Commission d'Evaluation et de Contrôle de la Médiation de la Consommation (CECMC) for any consumer dispute between a professional and a consumer. If you are dissatisfied with our services and the response to your complaint, you can request a mediation here.SILEX covers the mediation costs.

In the event of a persistent disagreement, you can contact the AMF mediator. The contact details of the AMF mediator are as follows:
AUTORITE DES MARCHES FINANCIERS
Médiateur de l'AMF
17 place de la Bourse, 75082 Paris Cedex 02
The mediation request form with the AMF as well as the mediation charter are available on the website of the AMF.