{"id":441,"date":"2026-10-04T22:16:55","date_gmt":"2026-10-04T22:16:55","guid":{"rendered":"https:\/\/luxheritage.fr\/?page_id=441"},"modified":"2026-10-04T22:16:55","modified_gmt":"2026-10-04T22:16:55","slug":"reclamations","status":"publish","type":"page","link":"https:\/\/luxheritage.fr\/en\/reclamations\/","title":{"rendered":"Complaints handling"},"content":{"rendered":"\n<link rel=\"preconnect\" href=\"https:\/\/fonts.googleapis.com\">\n<link href=\"https:\/\/fonts.googleapis.com\/css2?family=Cormorant+Garamond:wght@400;500;600&#038;family=Manrope:wght@400;500;600&#038;display=swap\" rel=\"stylesheet\">\n<style>\n.lux-page{font-family:'Manrope',system-ui,sans-serif;color:#1E2633;background:#F7F5F0;width:100%;}\n.lux-page *{box-sizing:border-box}\n.lux-page h1,.lux-page h2,.lux-page h3{font-family:inherit;letter-spacing:normal;line-height:1.15}\n.lux-page a{text-decoration:none;color:#0F1B2D}.lux-page a:hover{opacity:.85}\n.lux-page img{max-width:100%}\n.lux-page section,.lux-page header,.lux-page footer{margin:0!important}\n@media (max-width:760px){\n.lux-page h1{font-size:40px!important}\n.lux-page h2{font-size:32px!important}\n.lux-page section>div,.lux-page header>div,.lux-page footer>div,.lux-page section[id]{padding-left:20px!important;padding-right:20px!important}\n.lux-page section>div[style*=\"padding: 1\"]{padding-top:72px!important;padding-bottom:72px!important}\n.lux-page form{padding:24px!important}\n.lux-page article[aria-label]{padding:24px!important}\n}\n<\/style>\n\n\n\n<header style=\"background: #0F1B2D; color: #F7F5F0;\">\n<div style=\"max-width: 1240px; margin: 0 auto; padding: 22px 32px; display: flex; flex-wrap: wrap; align-items: center; justify-content: space-between; gap: 20px;\">\n<a href=\"\/\" style=\"display: flex; align-items: center; gap: 16px; color: #F7F5F0;\">\n<img decoding=\"async\" src=\"https:\/\/luxheritage.fr\/wp-content\/uploads\/2026\/10\/lux-heritage-logo.png\" alt=\"\" style=\"width: 46px; height: 46px;\">\n<span style=\"display: flex; flex-direction: column; gap: 2px;\">\n<span style=\"font-family: 'Cormorant Garamond', Georgia, serif; font-size: 28px; font-weight: 500; letter-spacing: 0.18em;\">LUX HERITAGE<\/span>\n<span style=\"font-size: 11px; letter-spacing: 0.24em; color: #62C4E4;\">CONSEIL EN INVESTISSEMENTS FINANCIERS<\/span>\n<\/span>\n<\/a>\n<nav aria-label=\"Navigation principale\" style=\"display: flex; flex-wrap: wrap; align-items: center; gap: 28px; font-size: 14px;\">\n<a href=\"\/#approche\" style=\"color: #E6E1D6;\">Notre approche<\/a>\n<a href=\"\/expertises\/\" style=\"color: #E6E1D6;\">Expertises<\/a>\n<a href=\"\/#clients\" style=\"color: #E6E1D6;\">Pour qui<\/a>\n<a href=\"\/#equipe\" style=\"color: #E6E1D6;\">\u00c9quipe<\/a>\n<a href=\"\/contact\/\" aria-current=\"page\" style=\"color: #62C4E4;\">Contact<\/a>\n<span class=\"lux-lang\" data-no-translation style=\"color: #9AA3B2; font-size: 13px;\"><a class=\"lux-fr\" href=\"\/\" style=\"color: #9AA3B2;\">FR<\/a> \u00b7 <a class=\"lux-en\" href=\"\/en\/\" style=\"color: #9AA3B2;\">EN<\/a><\/span><script>(function(){var p=location.pathname,en=\/^\\\/en(\\\/|$)\/.test(p),base=en?(p.replace(\/^\\\/en\/,\"\")||\"\/\"):p,q=location.search,fr=document.querySelector(\".lux-fr\"),e=document.querySelector(\".lux-en\");if(!fr||!e)return;fr.href=base+q;e.href=\"\/en\"+base+q;var c=en?e:fr;c.style.color=\"#F7F5F0\";c.style.textDecoration=\"none\";c.setAttribute(\"aria-current\",\"true\");})();<\/script>\n<\/nav>\n<\/div>\n<\/header>\n\n\n\n<section style=\"background: #0F1B2D; color: #F7F5F0; border-top: 1px solid #1E2D45;\">\n<div style=\"max-width: 1240px; margin: 0 auto; padding: 80px 32px 72px; display: flex; flex-direction: column; gap: 20px;\">\n<span style=\"font-size: 12px; letter-spacing: 0.28em; color: #62C4E4;\">VOS RECOURS<\/span>\n<h1 style=\"margin: 0; font-family: 'Cormorant Garamond', Georgia, serif; font-weight: 500; font-size: 58px; line-height: 1.05; max-width: 760px;\">Traitement des r\u00e9clamations<\/h1>\n<p style=\"margin: 0; font-size: 18px; line-height: 1.65; color: #C9CED8; max-width: 620px;\">Comment nous faire part d&rsquo;un m\u00e9contentement, et comment nous y r\u00e9pondons.<\/p>\n<\/div>\n<\/section>\n\n\n\n<section style=\"background: #F7F5F0;\">\n<div style=\"max-width: 860px; margin: 0 auto; padding: 24px 32px 96px;\">\n<h2 style=\"margin: 48px 0 14px; font-family: 'Cormorant Garamond', Georgia, serif; font-weight: 500; font-size: 30px; line-height: 1.2; color: #0F1B2D;\">Qu&rsquo;est-ce qu&rsquo;une r\u00e9clamation ?<\/h2>\n<p style=\"margin: 0 0 14px; font-size: 16px; line-height: 1.75; color: #1E2633;\">Une r\u00e9clamation est une d\u00e9claration actant le m\u00e9contentement d&rsquo;un client envers Lux Heritage. Une demande d&rsquo;information, d&rsquo;avis, de clarification ou de prestation n&rsquo;est pas une r\u00e9clamation.<\/p><p style=\"margin: 0 0 14px; font-size: 16px; line-height: 1.75; color: #1E2633;\">Le traitement de votre r\u00e9clamation est <strong>gratuit<\/strong>, quel que soit le canal utilis\u00e9.<\/p>\n<h2 style=\"margin: 48px 0 14px; font-family: 'Cormorant Garamond', Georgia, serif; font-weight: 500; font-size: 30px; line-height: 1.2; color: #0F1B2D;\">Comment nous adresser votre r\u00e9clamation<\/h2>\n<p style=\"margin: 0 0 14px; font-size: 16px; line-height: 1.75; color: #1E2633;\">Vous pouvez nous \u00e9crire :<\/p><ul style=\"margin: 0 0 14px; padding-left: 20px; font-size: 16px; line-height: 1.75; color: #1E2633;\"><li>par e-mail : <a href=\"mailto:michel.stofer@luxheritage.fr\" style=\"color: #0F1B2D; text-decoration: underline; text-underline-offset: 3px;\">michel.stofer@luxheritage.fr<\/a> ;<\/li><li>par courrier : Lux Heritage \u2014 Service r\u00e9clamations, 231 rue Saint-Honor\u00e9, 75001 Paris.<\/li><\/ul><p style=\"margin: 0 0 14px; font-size: 16px; line-height: 1.75; color: #1E2633;\">Pour faciliter son traitement, merci de pr\u00e9ciser vos nom et pr\u00e9nom, vos coordonn\u00e9es, l&rsquo;objet de votre r\u00e9clamation, le contrat ou la prestation concern\u00e9, ainsi que toute pi\u00e8ce utile.<\/p>\n<h2 style=\"margin: 48px 0 14px; font-family: 'Cormorant Garamond', Georgia, serif; font-weight: 500; font-size: 30px; line-height: 1.2; color: #0F1B2D;\">Nos engagements de d\u00e9lai<\/h2>\n<ul style=\"margin: 0 0 14px; padding-left: 20px; font-size: 16px; line-height: 1.75; color: #1E2633;\"><li><strong>Accus\u00e9 de r\u00e9ception<\/strong> sous 10 jours ouvrables maximum \u00e0 compter de l&rsquo;envoi de votre r\u00e9clamation, sauf si une r\u00e9ponse vous est apport\u00e9e dans ce d\u00e9lai ;<\/li><li><strong>R\u00e9ponse<\/strong> sous 2 mois maximum \u00e0 compter de l&rsquo;envoi de votre r\u00e9clamation, sauf circonstances particuli\u00e8res d\u00fbment justifi\u00e9es dont nous vous tiendrions inform\u00e9(e).<\/li><\/ul><p style=\"margin: 0 0 14px; font-size: 16px; line-height: 1.75; color: #1E2633;\">Si votre r\u00e9clamation porte sur un contrat ou un produit distribu\u00e9 par un \u00e9tablissement partenaire (assureur, soci\u00e9t\u00e9 de gestion, banque), nous la lui transmettrons si n\u00e9cessaire et vous en informerons.<\/p>\n<h2 style=\"margin: 48px 0 14px; font-family: 'Cormorant Garamond', Georgia, serif; font-weight: 500; font-size: 30px; line-height: 1.2; color: #0F1B2D;\">Recours \u00e0 la m\u00e9diation<\/h2>\n<p style=\"margin: 0 0 14px; font-size: 16px; line-height: 1.75; color: #1E2633;\">Si la r\u00e9ponse apport\u00e9e ne vous satisfait pas, ou en l&rsquo;absence de r\u00e9ponse dans un d\u00e9lai de 2 mois, vous pouvez saisir gratuitement le m\u00e9diateur comp\u00e9tent :<\/p><ul style=\"margin: 0 0 14px; padding-left: 20px; font-size: 16px; line-height: 1.75; color: #1E2633;\"><li><strong>Activit\u00e9 de conseil en investissements financiers<\/strong> : le M\u00e9diateur de l&rsquo;AMF, Autorit\u00e9 des march\u00e9s financiers, 17 place de la Bourse, 75082 Paris Cedex 02 \u2014 formulaire en ligne sur <a href=\"https:\/\/www.amf-france.org\/fr\/le-mediateur-de-lamf\" style=\"color: #0F1B2D; text-decoration: underline; text-underline-offset: 3px;\" target=\"_blank\" rel=\"noopener\">amf-france.org<\/a> ;<\/li><li><strong>Activit\u00e9 de courtage en assurance<\/strong> : La M\u00e9diation de l&rsquo;Assurance, TSA 50110, 75441 Paris Cedex 09 \u2014 <a href=\"https:\/\/www.mediation-assurance.org\" style=\"color: #0F1B2D; text-decoration: underline; text-underline-offset: 3px;\" target=\"_blank\" rel=\"noopener\">www.mediation-assurance.org<\/a>.<\/li><\/ul><p style=\"margin: 0 0 14px; font-size: 16px; line-height: 1.75; color: #1E2633;\">Le recours \u00e0 la m\u00e9diation est gratuit et ne vous prive pas du droit de saisir ensuite les tribunaux comp\u00e9tents.<\/p>\n<h2 style=\"margin: 48px 0 14px; font-family: 'Cormorant Garamond', Georgia, serif; font-weight: 500; font-size: 30px; line-height: 1.2; color: #0F1B2D;\">Autorit\u00e9s de contr\u00f4le<\/h2>\n<ul style=\"margin: 0 0 14px; padding-left: 20px; font-size: 16px; line-height: 1.75; color: #1E2633;\"><li>Autorit\u00e9 des march\u00e9s financiers (AMF), 17 place de la Bourse, 75082 Paris Cedex 02 \u2014 <a href=\"https:\/\/www.amf-france.org\" style=\"color: #0F1B2D; text-decoration: underline; text-underline-offset: 3px;\" target=\"_blank\" rel=\"noopener\">www.amf-france.org<\/a><\/li><li>Autorit\u00e9 de contr\u00f4le prudentiel et de r\u00e9solution (ACPR), 4 place de Budapest, CS 92459, 75436 Paris Cedex 09 \u2014 <a href=\"https:\/\/acpr.banque-france.fr\" style=\"color: #0F1B2D; text-decoration: underline; text-underline-offset: 3px;\" target=\"_blank\" rel=\"noopener\">acpr.banque-france.fr<\/a><\/li><\/ul>\n<p style=\"margin: 56px 0 0; font-size: 13px; color: #6B7280;\">Derni\u00e8re mise \u00e0 jour : octobre 2026<\/p>\n<\/div>\n<\/section>\n\n\n\n<footer style=\"background: #0B1422; color: #C9CED8;\">\n<div style=\"max-width: 1240px; margin: 0 auto; padding: 64px 32px 40px; display: flex; flex-direction: column; gap: 40px;\">\n<div style=\"display: flex; flex-wrap: wrap; gap: 48px; justify-content: space-between;\">\n<div style=\"flex: 1 1 280px; display: flex; flex-direction: column; gap: 8px;\">\n<span style=\"display: flex; align-items: center; gap: 12px;\"><img decoding=\"async\" src=\"https:\/\/luxheritage.fr\/wp-content\/uploads\/2026\/10\/lux-heritage-logo.png\" alt=\"\" style=\"width: 34px; height: 34px;\"><span style=\"font-family: 'Cormorant Garamond', Georgia, serif; font-size: 24px; letter-spacing: 0.18em; color: #F7F5F0;\">LUX HERITAGE<\/span><\/span>\n<span style=\"font-size: 14px;\">231 rue Saint-Honor\u00e9, 75001 Paris<\/span>\n<\/div>\n<nav aria-label=\"Liens l\u00e9gaux\" style=\"flex: 1 1 280px; display: flex; flex-direction: column; gap: 10px; font-size: 14px;\">\n<a href=\"\/mentions-legales\/\" style=\"color: #C9CED8;\">Mentions l\u00e9gales<\/a>\n<a href=\"\/politique-de-confidentialite\/\" style=\"color: #C9CED8;\">Politique de confidentialit\u00e9 et cookies<\/a>\n<a href=\"\/reclamations\/\" style=\"color: #C9CED8;\">Traitement des r\u00e9clamations<\/a>\n<a href=\"https:\/\/www.linkedin.com\/company\/lux-heritage\" style=\"color: #C9CED8;\">LinkedIn<\/a>\n<\/nav>\n<\/div>\n<p style=\"margin: 0; padding-top: 28px; border-top: 1px solid #253247; font-size: 12px; line-height: 1.7; color: #9AA3B2;\">Lux Heritage, SAS au capital de 200 \u20ac, RCS Paris 921 510 269. Immatricul\u00e9e \u00e0 l&rsquo;ORIAS sous le n\u00b0 23002466 (www.orias.fr) en qualit\u00e9 de Conseiller en Investissements Financiers, adh\u00e9rent de la CNCGP, association agr\u00e9\u00e9e par l&rsquo;AMF, et de courtier en assurance (cat\u00e9gorie b). Conseil fourni de mani\u00e8re non ind\u00e9pendante. Lux Heritage ne d\u00e9tient pas de fonds de ses clients. Tout investissement comporte des risques, notamment de perte en capital ; les performances pass\u00e9es ne pr\u00e9jugent pas des performances futures.<\/p>\n<\/div>\n<\/footer>\n","protected":false},"excerpt":{"rendered":"<p>LUX HERITAGE CONSEIL EN INVESTISSEMENTS FINANCIERS Notre approche Expertises Pour qui \u00c9quipe Contact FR \u00b7 EN VOS RECOURS Traitement des r\u00e9clamations Comment nous faire part d&rsquo;un m\u00e9contentement, et comment nous y r\u00e9pondons. Qu&rsquo;est-ce qu&rsquo;une r\u00e9clamation ? Une r\u00e9clamation est une d\u00e9claration actant le m\u00e9contentement d&rsquo;un client envers Lux Heritage. Une demande d&rsquo;information, d&rsquo;avis, de clarification [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"lux-pleine-page","meta":{"_themeisle_gutenberg_block_has_review":false,"footnotes":""},"class_list":["post-441","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/luxheritage.fr\/en\/wp-json\/wp\/v2\/pages\/441","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/luxheritage.fr\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/luxheritage.fr\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/luxheritage.fr\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/luxheritage.fr\/en\/wp-json\/wp\/v2\/comments?post=441"}],"version-history":[{"count":1,"href":"https:\/\/luxheritage.fr\/en\/wp-json\/wp\/v2\/pages\/441\/revisions"}],"predecessor-version":[{"id":449,"href":"https:\/\/luxheritage.fr\/en\/wp-json\/wp\/v2\/pages\/441\/revisions\/449"}],"wp:attachment":[{"href":"https:\/\/luxheritage.fr\/en\/wp-json\/wp\/v2\/media?parent=441"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}