Complaints

Building strong and lasting relationships is important to us and Lyxor Asset Management UK LLP (Lyxor UK) is committed to providing high standards of service at all times. However, we know that sometimes things can go wrong and when this happens, we encourage potential complainants to feel comfortable in telling us about it. Informing us when you are unhappy with one of our products or services provides us with an opportunity to put the matter right and ensures that we improve our service to you, and to our clients, potential clients and other relevant stakeholders generally.

Lyxor UK adheres to a rigorous Complaints Handling process. This is in accordance with the Amundi (UK) Limited Complaints Handling Policy, a summary of which can be found here.

How to complain

If you have a complaint about Lyxor UK, you or a third party acting on your behalf may express your concerns, either verbally or in writing to:

  • the person in Lyxor in the UK who is your usual contact; or

  • Head of Compliance for Lyxor Asset Management UK LLP, 77 Coleman Street, London, EC2R 5BJ, United Kingdom

We will do our very best to resolve your complaint as soon as possible, which means that we will investigate your complaint competently, diligently and impartially.

Further recourse

If you consider that your complaint has not been sufficiently addressed by Lyxor UK, you can request the intervention of the UK Financial Ombudsman Service (FOS) within 6 months of receiving our final response to your complaint, if you are a FOS-Eligible Complainant as defined by the Financial Conduct Authority and as set out in the summary referenced above. More information about the FOS is available on their website here.

You are also entitled to start proceedings in a civil court.