How We Handle Your Complaint

We want all customers to be happy with the service we offer, but always welcome feedback if that is not the case. If you do have cause to complain, we will do everything we can to resolve matters quickly and to our mutual satisfaction. We have an internal dispute resolution (IDR) process in place to resolve any complaints you may have in an efficient, timely and effective manner. 

Making a Complaint 

As a first step, you should contact our Convera Customer Services Team who will try to resolve any concerns you may have, as quickly as possible. You can contact us via one of the following channels: – 

By Telephone: TBC

By Email: [email protected] 

By Post: 

Convera Europe S.A.
Convera Customer Services Team
OBH Building
6B rue du Fort Niedergrunewald
L-2226, Luxembourg

Our Complaints Procedure 

We will always endeavour to resolve your concerns as soon as possible. We will send you a written acknowledgement within 24 hours of receipt of your complaint. This will set out our understanding of the issues you have raised and will contain the name and contact details of the person who will be dealing with your complaint. 

We will resolve most complaints within fifteen working days. If we are unable to do so, we will contact you again, to keep you informed of our progress and indicate when we will issue the final response. 

As soon as we have established all the facts and completed our investigation, we will provide you with a formal written response which will set out our findings and explain our final position. This response will be issued by e-mail, in PDF format. 

If you are not satisfied with the outcome of our investigation you may have the right to refer the complaint to your local independent dispute resolution scheme.  

You may contact the Autorité de Marchés Financiers. 

Throughout the process, mediation is voluntary for both parties. It is never restrictive and the Ombudsman may propose but not impose a solution. 

You may send a lettter by post to the following address: 

Autorité des Marchés Financiers – 
Le Médiateur 
17,place de la Bourse 
75082 Paris Cedex 02 
France 

An electronic for mis also available via their website : www.amf-france.org 

After having assessed your case, the Ombudsman will issue a recommendation on your dispute based on legality and equity. 

Find out more about the AMF Ombudsman and the mediation process here.