Claims

Please contact the Data Protection Officer of Societe Generale Private Banking France by sending an email to the following address: protectiondesdonnees@societegenerale.fr.

Please contact the Data Protection Officer of Societe Generale Luxembourg by sending an email to the following address: lux.dpooffice@socgen.com.

For customers residing in Italy, please contact BDO, the external provider in charge of Data Protection, by sending an email to the following address: lux.dpooffice-branch-IT@socgen.com

Please contact the Data Protection Officer of Societe Generale Private Banking Monaco by sending an email to the following address: list.mon-privmonaco-dpo@socgen.com

Société Générale Private Banking France Customer Complaints Handling Framework
 

Who should you contact to make a complaint?
1. Your Private Banker: your first point of contact
You can inform your Private Banker of your dissatisfaction by any means convenient to you: by email, telephone or post.
2. The Customer Complaints Department: your second point of contact
If you disagree with the response or solution provided by your Private Banker, you should contact the Customer Complaints Department so that your request can be reviewed.
You can contact the Customer Complaints Department:

- By email: Reclamations-Niveau2-ClientsBanquePrivee@socgen.com
- By post: Service Réclamations Clientèle – Tour SG – 17 cours Valmy – CS 50318 – 92972 Paris La Défense Cedex – France

Société Générale Private Banking undertakes to review your complaint in accordance with the framework described above and to acknowledge receipt of your request within 10 business days from the date your first written complaint was sent, and to provide you with a response within two months from that same date.

For complaints relating to payment services, the Bank undertakes to provide you with a response within a maximum of 15 business days following receipt of the written complaint, except in duly justified exceptional circumstances, in which case this period may not exceed 35 business days.
For complaints made orally or by instant messaging, where you do not have a dated copy of your complaint and have not immediately obtained full satisfaction, we invite you to formalise your complaint in writing.

As a final step towards an amicable resolution, you may refer your complaint to a mediator:
1. If you have not received a response from the Bank
If you have not received a response from the Bank within two months from the date your first written complaint was sent or, for complaints relating to payment services, within 15 business days of receipt of your complaint (or a maximum of 35 business days in exceptional circumstances), whether the absence of a response concerns:

- your initial complaint; or
- your request for a review by the Customer Complaints Department.

2. If you have received responses but remain dissatisfied
Once you have received responses from both your Private Banker and the Customer Complaints Department and you still disagree with them, you may refer the matter to mediation without waiting for the two-month period to expire.

You may refer your complaint free of charge to the Société Générale Mediator, who performs this role independently, in accordance with the “Société Générale Consumer Mediation Charter”. This charter specifies, in particular, the scope of the Mediator’s authority and the conditions governing the Mediator’s intervention. It is available on the Société Générale Mediator website: Accueil - Le site du médiateur auprès de Société Générale

The Mediator is competent to handle disputes relating to services provided and contracts entered into in connection with:
- banking transactions (account management and credit transactions, payment services);
- investment services and financial instruments;
- savings products;
- the marketing of insurance contracts distributed by Société Générale.
For disputes relating to investment services and financial instruments, you may refer your complaint free of charge either to the Société Générale Mediator or to the Autorité des Marchés Financiers (AMF) Mediator. You may choose between the Société Générale Mediator and the AMF Mediator, and your choice will be final for the handling of your complaint.
Referral to the Mediator constitutes your express authorisation to waive banking secrecy vis-à-vis Société Générale solely for the purpose of communicating the information required to review your mediation request.
Société Générale Mediator

You can contact the Société Générale Mediator:
- Online: via the Société Générale Mediator website : mediateur.societe-generale.fr
- By post: Madame le Médiateur Société Générale, 17 cours Valmy, CS 50318, 92972 Paris La Défense Cedex, France
The Société Générale Mediator will respond directly to you within 90 days from notification that your mediation request has been deemed admissible. This period may be extended in the event of a complex dispute. The Mediator will issue a proposed resolution for consideration by both you and the Bank.
Autorité des Marchés Financiers (AMF) Mediator

You can contact the AMF Mediator:
- Online: via the AMF mediation page : amf-france.org/fr/le-mediateur
- By post: Le Médiateur de l’Autorité des Marchés Financiers – 17 place de la Bourse – 75082 Paris Cedex 02 – France

Please note: for disputes relating to the performance of insurance contracts (contract management, claims management, etc.), requests should be addressed to the complaints department of your insurer.
 

To ensure that your requests are handled effectively, any claim addressed to Societe Generale Luxembourg should be sent to:

Private banking Claims department
11, Avenue Emile Reuter
L-2420 Luxembourg

Or by email to clienteleprivee.sglux@socgen.com and for customers residing in Italy at societegenerale@unapec.it

The Bank will acknowledge your request within 10 working days and provide a response to your claim within 30 working days of receipt. If your request requires additional processing time (e.g. if it involves complex research), the Bank will inform you of this situation within the same 30-working day timeframe.

In the event that the response you receive does not meet your expectations, we suggest the following:

Initially, you may wish to contact the Societe Generale Luxembourg Division responsible for handling claims, at the following address:

Corporate Secretariat of Societe Generale Luxembourg
11, Avenue Emile Reuter
L-2420 Luxembourg

If the response from the Division responsible for claims does not resolve the claim, you may wish to contact Societe Generale Luxembourg's supervisory authority, the “Commission de Surveillance du Secteur Financier”/“CSSF” (Luxembourg Financial Sector Supervisory Commission):

By mail: 283, Route d’Arlon L-1150 Luxembourg
By email: direction@cssf.lu

Any claim addressed to Societe Generale Private Banking Monaco should be sent by e-mail to the following address: servicequalite.privmonaco@socgen.com or by mail to our dedicated department: 

Societe Generale Private Banking Monaco
Middle Office – Service Réclamation 
11 avenue de Grande Bretagne
98000 Monaco

The Bank will acknowledge your request within 2 working days after receipt and provide a response to your claim within a maximum of 30 working days of receipt. If your request requires additional processing time (e.g. if it involves complex researches…), the Bank will inform you of this situation within the same 30-working day timeframe. 

In the event that the response you receive does not meet your expectations, we suggest to contact the Societe Generale Private Banking Direction that handles the claims by mail at the following address: 

Societe Generale Private Banking Monaco
Secrétariat Général
11 avenue de Grande Bretagne 
98000 Monaco