Complaints handling
How to tell us about a concern, and how we respond.
What is a complaint?
A complaint is a statement expressing a client’s dissatisfaction with Lux Heritage. A request for information, an opinion, clarification or a service is not a complaint.
Handling your complaint is free of charge, whatever channel you use.
How to submit a complaint
You can write to us:
- by email: michel.stofer@luxheritage.fr ;
- by post: Lux Heritage — Complaints Department, 231 rue Saint-Honoré, 75001 Paris, France.
To help us process it, please include your first and last name, your contact details, the subject of your complaint, the contract or service concerned, and any relevant documents.
Our response times
- Acknowledgement of receipt within 10 business days at most from the date you send your complaint, unless we respond within that time;
- Response within 2 months at most from the date you send your complaint, except in duly justified special circumstances, of which we would keep you informed.
If your complaint concerns a contract or product distributed by a partner institution (insurer, asset management company, bank), we will forward it to them if necessary and let you know.
Referral to a mediator
If you are not satisfied with our response, or if you have not received a response within 2 months, you may refer the matter free of charge to the competent mediator:
- Financial investment advice : the AMF Mediator, Autorité des marchés financiers, 17 place de la Bourse, 75082 Paris Cedex 02, France — online form at amf-france.org ;
- Insurance brokerage : La Médiation de l’Assurance, TSA 50110, 75441 Paris Cedex 09, France — www.mediation-assurance.org.
Mediation is free of charge and does not affect your right to subsequently bring the matter before the competent courts.
Supervisory authorities
- Autorité des marchés financiers (AMF), 17 place de la Bourse, 75082 Paris Cedex 02 — www.amf-france.org
- Autorité de contrôle prudentiel et de résolution (ACPR), 4 place de Budapest, CS 92459, 75436 Paris Cedex 09 — acpr.banque-france.fr
Last updated: October 2026