Complaints Handling Policy – Flavius Investissements

FLAVIUS INVESTISSEMENTS is committed to providing high-quality services and maintaining a transparent, fair and professional relationship with its customers. This Complaints Handling Policy explains the procedures available to customers and users who wish to submit a complaint regarding the services provided, the handling of their application, contractual matters or any other concern relating to FLAVIUS INVESTISSEMENTS activities.

1. Purpose of This Policy

The purpose of this policy is to ensure that all complaints received by FLAVIUS INVESTISSEMENTS are handled seriously, efficiently and transparently.

FLAVIUS INVESTISSEMENTS considers complaints as an opportunity to identify areas for improvement and continuously enhance the quality of its services, customer support procedures and internal processes.

2. Definition of a Complaint

A complaint is any written expression of dissatisfaction from a customer or user regarding the services provided by FLAVIUS INVESTISSEMENTS, the management of a financing application, contractual obligations, information provided or any action or decision taken by the company.

Requests for general information, clarification or assistance that do not express dissatisfaction are not considered formal complaints but will be handled by the appropriate customer service department.

3. Who Can Submit a Complaint

A complaint may be submitted by any customer, applicant, borrower or authorized representative who has a legitimate interest in relation to the services provided by FLAVIUS INVESTISSEMENTS.

Where a complaint is submitted by a representative, FLAVIUS INVESTISSEMENTS may request appropriate documentation confirming the authority of the representative to act on behalf of the concerned person.

4. How to Submit a Complaint

Customers may submit a complaint using the following contact details:

FLAVIUS INVESTISSEMENTS
Complaints Department
22 Avenue Montaigne
75008 Paris
France

Email: complaints@flaviusinvestissements.com
General Contact Email: services@flaviusinvestment.com
Telephone: +33 6 44 68 08 92

To allow efficient handling of a complaint, customers should provide their full name, contact details, relevant reference number where applicable, a clear description of the issue and any supporting documents that may assist in the review process.

5. Acknowledgement of Receipt

Upon receipt of a complaint, FLAVIUS INVESTISSEMENTS will acknowledge receipt within a reasonable timeframe and provide confirmation that the complaint has been registered for review.

The acknowledgement may include information regarding the next steps of the complaint handling process and any additional information required from the complainant.

6. Complaint Review Process

Each complaint is reviewed carefully and objectively by the appropriate department within FLAVIUS INVESTISSEMENTS.

The company examines the information provided, reviews the relevant records and assesses the circumstances surrounding the complaint in order to provide an appropriate response.

Where additional information is required, FLAVIUS INVESTISSEMENTS may contact the complainant to request further clarification or supporting documentation.

7. Response Time

FLAVIUS INVESTISSEMENTS aims to respond to complaints as quickly as possible while ensuring that each complaint receives proper consideration.

The company provides a final response within the time limits required by applicable regulations.

Where a final response cannot be provided within the applicable timeframe, the complainant will be informed of the reasons for the delay and the expected date of completion.

8. Fair and Transparent Treatment

FLAVIUS INVESTISSEMENTS ensures that complaints are handled fairly, objectively and without discrimination.

All complaints are treated confidentially and only information necessary for the investigation and resolution process is shared with authorized persons.

Submitting a complaint does not affect the customer’s rights or the treatment of any existing or future request for services.

9. Escalation and Further Assistance

If a complainant is not satisfied with the response provided by FLAVIUS INVESTISSEMENTS, they may request further review of their complaint in accordance with applicable procedures.

Where applicable, customers may also contact the competent regulatory authorities or dispute resolution bodies responsible for financial services.

10. Record Keeping

FLAVIUS INVESTISSEMENTS maintains records of complaints received and the actions taken to resolve them in accordance with applicable legal and regulatory requirements.

Complaint records are used to monitor service quality, identify recurring issues and improve internal procedures.

11. Confidentiality and Data Protection

Personal information provided during the complaint handling process is processed in accordance with applicable data protection legislation, including the General Data Protection Regulation (GDPR).

Information relating to the processing of personal data is available in the Privacy Policy published on the FLAVIUS INVESTISSEMENTS website.

12. Continuous Improvement

FLAVIUS INVESTISSEMENTS regularly reviews complaints and customer feedback in order to improve its services, strengthen customer protection and maintain high standards of professionalism.

The company remains committed to ensuring that customer concerns are handled efficiently, transparently and respectfully.

13. Contact

For any question regarding this Complaints Handling Policy or the submission of a complaint, customers may contact: