Policy for Processing Complaints

General Information and Principles

MIROVA has put in place a complaint processing system in order to handle its clients’ complaints in an efficient, transparent, and uniform manner, in accordance with applicable regulations.

Access to this service is free of charge and clients can submit complaints (i) in French, or (ii) in one of the official languages of the country where the UCITS was marketed or where the service was provided.

Definition of a complaint

A complaint is a statement of a client’s dissatisfaction with a professional service. Requests for additional information, advice, clarifications, and services are not complaints.

Questions and complaints may include, but are not limited to topics such as: portfolio management, portfolio performance, pricing aspects, legal documentation, and any elements related to the service provided.

Processing complaints at MIROVA

Complaints can be made by mail, phone, or email. They can also be made directly, through the client’s usual contact.

Complaints sent by mail should be addressed to:

Service Relations Investisseurs
59, avenue Pierre Mendès-France
75013 Paris

Complaints made by telephone are recorded by the client support personnel. Clients who are part of the Caisse d’Epargne and Banque Populaire networks can submit their complaints:

All other clients can submit their complaints:

Processing period

Mirova will:

  • acknowledge receipt of all complaints it receives within a maximum period of 10 days, except in cases where a response can be sent within that period,
  • respond to complaints within a maximum period of 2 months starting from the date the client sent Mirova the complaint,
  • in the event that these conditions cannot be met, Mirova will inform the client of the progress of their complaint and the cause of the delay.

Mediation by the Autorité des Marchés Financiers (AMF)

The AMF’s Ombudsman’s services may be called upon by any interested party (whether a natural or legal person) in the context of an individual dispute regarding financial investments.

You can contact the AMF’s Ombudsman by mail at:

Médiateur de l’AMF
Autorité des marchés financiers
17, place de la Bourse
75082 PARIS CEDEX 02

A form to request mediation is available online on the AMF’s website (www.amf-france.org).