This document has been prepared in accordance with Article 313.8 of the AMF General Regulation (Autorité des Marchés Financiers) and AMF Instruction No. 2012-07. It is intended to inform WhiteBlock clients about the complaint handling procedure effective from September 1, 2012.

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Definition of a Complaint

Only statements expressing a client’s dissatisfaction with the professional are considered complaints. Requests for information, advice, clarification, services, or performance are excluded from this definition.

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Complaint Handling Officer

The person responsible for handling complaints within WhiteBlock is the Compliance and Internal Control Officer.

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How to Submit a Complaint

Clients can submit complaints through the following methods:​

By mail:
WhiteBlock – Compliance and Internal Control Officer
60 Rue François 1er, 75008 Paris​

By phone:
+33 6 50 85 37 55

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For confirmation of receipt, we recommend that clients request an acknowledgment of receipt when sending their complaints.

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Complaint Processing Deadlines

WhiteBlock is committed to:

• Sending an acknowledgment of receipt within 10 days, unless the complaint can be resolved sooner.

• Processing the complaint within a maximum of 2 months from the date it is received.

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Escalation in Case of Dissatisfaction

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1. For Complaints Regarding Financial Investment Advice

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Autorité des Marchés Financiers (AMF)
Madame Marielle Cohen-Branche – AMF Mediator
17 Place de la Bourse, 75082 Paris Cedex 02
Fax: +33 1 53 45 59 60

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AMF’s Areas of Competence:

• Marketing conditions for financial products

• Market operations

• Investor information content

• Order execution

• Portfolio management issues

• Custody account management problems

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2. For Complaints Regarding Insurance Brokerage

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Autorité de Contrôle Prudentiel et de Résolution (ACPR)
Commercial Practices Control Directorate
61 Rue Taitbout, 75436 Paris Cedex 09
Phone: +33 1 49 95 49 95
Fax: +33 1 49 95 40 41
Email: info-clientele@acp.banque-france.fr

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Note: The ACPR is not a mediation service.

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Insurance Mediation Association
TSA 50 110, 75441 Paris Cedex 09

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This procedure is confidential, free, non-binding, and adversarial. Either party may terminate the process at any time and retain the right to take the matter to court.

Important Note

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Before contacting the mediator, clients must first raise their complaint with the designated officer at WhiteBlock. Once the mediator is engaged, the statute of limitations is suspended.