Complaints Procedure

1. How to Make a Complaint

If you have a complaint about our services, you can contact us through any of the following channels:

• Dashboard Support Center — Use the support chat in your dashboard. Our AI assistant will handle common issues, and escalate to human advisors when needed. All support messages are tracked with a ticket number.
• Email — [email protected]
• Postal address — EuroFiducia SAS, Complaints Department, Paris, France

Please provide: your full name, account number, a clear description of your complaint, and any relevant reference numbers (such as transaction IDs from your receipts).

2. Complaint Handling Process

Step 1: Acknowledgment (within 2 business days)

We will acknowledge receipt of your complaint within 2 business days and assign you a unique reference number. You will receive this acknowledgment in your language via email and dashboard message.

Step 2: Investigation (within 15 business days)

Your complaint will be investigated by our Client Relations team. We aim to provide a full response within 15 business days. If the investigation requires more time, we will inform you of the expected timeframe.

Step 3: Resolution

We will provide a written response detailing our findings, any remedial action, and your options if you remain dissatisfied. Responses are provided in your language.

3. Escalation Within EuroFiducia

If you are not satisfied with the initial response, you may request escalation to our Head of Compliance, who will conduct an independent review. This should be requested within 30 days of receiving our initial response.

4. External Dispute Resolution

If your complaint is not resolved to your satisfaction, you have the right to escalate to the relevant external dispute resolution body:

For French Residents 🇫🇷

• AMF Médiateur — The Ombudsman of the Autorité des marchés financiers (AMF). You may submit a complaint to the AMF Mediator after exhausting our internal procedure.
• Website: www.amf-france.org
• The AMF Mediator can be contacted for disputes that remain unresolved after our internal process.

For Italian Residents 🇮🇹

• CONSOB / ABI Conciliatore Bancario — For investment disputes, you may contact the CONSOB or the Banking Conciliator ( Conciliatore Bancario Paritetico).
• Website: www.consob.it · www.conciliatorebancario.it
• Italian law provides for alternative dispute resolution through the Arbitro Bancario Finanziario (ABF).

European ODR Platform

Consumers may also use the European Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr for cross-border disputes.

5. Time Limits

Please submit complaints as soon as possible. Under applicable regulations, complaints should be submitted within a reasonable time of the event giving rise to the complaint. We may decline to investigate complaints about events more than 12 months old, unless there are exceptional circumstances.

6. Confidentiality

All complaints are handled confidentially. Information you provide will be used only for investigating your complaint and will be shared only with personnel directly involved in the investigation.

7. No Retaliation

You will not be disadvantaged in any way for making a complaint in good faith. We value feedback as an opportunity to improve our services.

8. Contact

Complaints Department
Email: [email protected]
EuroFiducia SAS, Paris, France · Milan, Italy

EuroFiducia SAS · Complaints handled per AMF/CONSOB guidelines