RockFi is committed to handling every complaint diligently and in compliance with regulatory deadlines. The handling of your complaint is free of charge.

You can submit your complaint through any of the following channels:

• By email: reclamations@rockfi.fr
• By post: RockFi – 7 boulevard Haussmann, 75009 Paris
• Through your adviser, who will forward it to our teams.

Processing times

• Acknowledgement of your complaint: within 10 working days of it being sent, unless you receive a response within that period.
• Final response: within 2 months of your complaint being sent (the postmark being proof of the date for letters). If special circumstances prevent this deadline from being met, you will be informed before it expires, with the reason for the delay and the date by which you will receive a response.

You may at any time ask to be informed of the progress of your complaint.

If your complaint concerns the management of a contract taken out with a partner (rather than the terms of subscription or the follow-up provided by RockFi), it will be forwarded without delay to the company or institution concerned, and you will be informed.

If your complaint concerns the financial investment advice given by your adviser (a RockFi Partner acting as a financial investment adviser), RockFi forwards it to them without delay and informs you. This adviser, an independent professional responsible for that advice, will respond to you directly, within the same deadlines.

Supervisory authorities

RockFi is supervised by the Autorité de contrôle prudentiel et de résolution (ACPR, the French Prudential Supervision and Resolution Authority) for its insurance brokerage and banking and payment services brokerage activities, and by the Autorité des marchés financiers (AMF, the French Financial Markets Authority) for its financial investment advice activity.

These authorities supervise RockFi but do not settle individual disputes. To resolve a dispute, first submit your complaint to RockFi, then refer the matter to the competent mediator (see the Mediation section below).

ACPR contact details:

Autorité de contrôle prudentiel et de résolution (ACPR)
4 place de Budapest – CS 92459 – 75436 Paris Cedex 09
Website: https://acpr.banque-france.fr

Mediation

If you are not satisfied with the response provided by RockFi to your complaint, or if you have not received a response within two months of sending your written complaint, you may refer the matter free of charge to a competent mediator, depending on the nature of the dispute.

1. Disputes relating to financial investment advice (financial instruments, investment services, excluding life insurance)

Médiateur de l'Autorité des Marchés Financiers (AMF Mediator)
17 place de la Bourse – 75082 Paris Cedex 02
Website: https://www.amf-france.org/fr/le-mediateur
Online referral: https://www.amf-france.org/fr/le-mediateur-de-lamf/votre-dossier-de-mediation/vous-voulez-deposer-une-demande-de-mediation
The AMF Mediator is separate from the AMF in its capacity as a supervisory authority.

2. Disputes relating to insurance contracts (marketing, subscription, follow-up, including where the dispute concerns a unit-linked fund)

La Médiation de l'Assurance (Insurance Mediation)
TSA 50110 – 75441 Paris Cedex 09
Website: https://www.mediation-assurance.org
Online referral: https://formulaire.mediation-assurance.org/

3. Disputes relating to the management of your contract by the insurer (switches, surrenders, fees charged, payment of the capital)

The insurer's mediator, whose contact details are set out in the contractual documentation of your contract.

4. Disputes relating to banking operations and payment services (loan arrangement, borrower insurance, terms obtained)

Médiation de la consommation – ANM Conso (Consumer Mediation)
25 allée Rose Dieng Kuntz – 75019 Paris
Website: https://www.anm-conso.com
Online referral: https://www.anm-conso.com/page-saisine.php

5. Disputes relating to the management of your loan by the lending institution

The mediator of that institution, whose contact details are set out in your loan documentation.

Referral to the mediator is free of charge. It requires a prior written complaint to RockFi or to your adviser: a single complaint is sufficient, and no other step is required of you. The mediator must be contacted within one year of the initial written complaint.

Where several mediators are competent, your choice is final for the dispute concerned.