CUSTOMER COMPLAINTS

Customer satisfaction is our top priority. This is why we are very attentive to customer complaints about H2O AM products and/or services. We are committed to investigating your request and responding to your complaint in a timely manner. H2O AM’s complaint handling system processes customer complaints accurately, consistently and in accordance with applicable regulations. Access to the claims department is free of charge, and customers may file their claims in either French or English.

Definition of claims

A claim is considered to be the expression of dissatisfaction (oral or written) with the provision or lack of provision of a financial service.

A request for information, advice, clarification, service or provision of service does not constitute a claim.

Claims processing

Complaints can be sent by post, telephone and/or e-mail, or can be provided via the customer’s usual point of contact.

• By telephone: The customer’s usual point of contact
• By post:
  • H2O Asset Management L.L.P.: 9th Floor, 33 Cavendish Square, W1G 0PW, London, United Kingdom
  • H2O AM Europe SAS :5th floor, 39 avenue Pierre 1er de Serbie 750008 Paris, France
  • H2O Monaco : 24, BD PRINCESSE CHARLOTTE ET 1, IMPASSE DE LA FONTAINE 10 ETG N° B10 – 98000 MONACO – MC PRINCIPAUTE DE MONACO
  • H2O AM ASIA PTE. 12 Marina Boulevard #17-01 – Marina Bay Financial Centre Tower 3 – Singapore 018982
  • H2O AM SWITZERLAND SA
    rue Cornavin 11, c/o DYN Genève SA (CHE 372.076.788) – 1201 Geneva
• By e-mail: The customer’s usual point of contact and/or complaints@h2o-am.com

Processing times

• H2O AM Group entities are required to acknowledge receipt of all complaints within 10 working days from the date of dispatch of the written complaint. 
• Respond to all claims within a maximum of two months from the date of the dispatch of the written complaint. H2O AM will compile all information, documentation and comments relating to your complaint.
• If our processing takes longer than two months, we will write to you again to explain the reasons and give you a date by which we expect to be able to close the claim. When the processing is complete, we will inform you of the outcome in writing.

Mediator

As a last resort and if you are not satisfied with our final response, you may submit your claim, free of charge, to the Ombudsman of the jurisdiction to which the claims must be addressed. The Ombudsman must be contacted within one year of the complaint being lodged with H2O AM, and only after all the above-mentioned internal remedies have been exhausted.

France :

The AMF Mediation Department can be contacted in a number of ways:

• By post: Médiateur – Autorité des Marchés Financiers, 17 place de la Bourse – 75082 Paris cedex 02.
• Via the website: https: //www.amf-france.org/en_US/Le-mediateur-de-l-AMF/Le-mediateur-mode-d-emploi/Modes-de-saisine

Monaco :

The Mediation officer can be contacted

• by website: https: //en.service-public-particuliers.gouv.mc/You-and-The-Administration/Ombudsman-service/Mediation

United Kingdom:

The Financial Ombudsman Service can be contacted in a number of ways:

• By post: Financial Ombudsman Service Exchange Tower, Harbour Exchange Square London, E14 9SR
• By telephone: 0800 023 4567
• By e-mail: complaint.info@financial- ombudsman.org.uk
• By website: financial-ombudsman.org.uk

Singapore :

The Financial Industry Disputes Resolution Centre Ltd (FIDReC) is an independent and impartial institution that resolves consumer financial disputes through mediation and arbitration. It can be contacted in a number of ways:

• By post: 36, #15-01 Robinson Rd, City House, Singapore 068877
• By telephone: +65 6327 8878
• Via the website: https: //www.fidrec.com.sg/website/index.html

Switzerland :

Association Finanzombudsstelle Schweiz (FINOS)
By post: Talstrasse 20, 8001 Zürich

Via the website: Info@finos.ch