Client complaints

SILEX undertakes to take all reasonable measures to maintain an efficient and transparent process for handling complaints from clients and prospects promptly.

What is a complaint?

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

How can I submit a complaint?

Access to the complaint handling system is free of charge. You can submit a complaint to your usual contact by telephone or e-mail, or reach the complaints department through any of the following channels:
Email: clientcomplaint@silex-partners.com
Mail: write to the entity with which you have a contractual relationship, depending on your profile and location. The postal addresses of our entities can be found HERE.

SILEX will acknowledge receipt of any complaint in writing within a maximum of 10 working days from the date of receipt. We will then provide a written response as soon as possible, and no later than 2 months from the date of receipt, unless special circumstances require a longer period.

How can I contact a mediator?

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

In France, SILEX FINANCE has appointed a mediation body approved by the Commission d'Évaluation 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 with the response to your complaint, you can request mediation here. SILEX bears the cost of the mediation.

If the disagreement persists, you can contact the AMF mediator, whose contact details are as follows:
AUTORITÉ DES MARCHÉS FINANCIERS
Médiateur de l'AMF
17 place de la Bourse, 75082 Paris Cedex 02

The AMF mediation request form and the mediation charter are available on the AMF website.