Complaints

Building strong and lasting relationships with our clients is important to us. Lyxor in the UK is committed to providing a high standard of service to its clients at all times. However, we know that sometimes things can go wrong and when this happens we encourage clients to tell 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 all our clients generally.

Lyxor in the UK adheres to a rigorous Complaints Handling process, in accordance with the SG London Complaints Handling Policy and Procedure. A summary of which can be found here

How to complain

If you have a complaint about Lyxor in the 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

  • a person who is independent of commercial staff, using this email address: info@lyxoretf.co.uk; or

  • Lyxor UK Head of Compliance: One Bank Street, Canary Wharf, E14 4SG London, 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 in the UK and you are an Eligible Complainant as defined by the Financial Conduct Authority, you can request the intervention of the UK Financial Ombudsman Service within 6 months of receiving our final response to your complaint. More information about the Financial Ombudsman Service is available on its website.
  • You are also entitled to start proceedings in a civil court.