We are committed to providing excellent client services. You can give comments and suggestions to any ID2S employee. If we do not meet your expectations and you would like to file a formal complaint, please follow the steps outlined below. ID2S will treat motivated complaints with fairness, professionalism, in a timely manner and will ensure Member satisfaction in the best interest of a growing bilateral relationship.

ID2S employees are trained on how to handle complaints, under the supervision of the Chief Compliance Officer.

• Complainant: any natural or legal person having filed a complaint with ID2S.

• Complaint: a written communication from a Member (or any person acting on its behalf in an official capacity) expressing an issue or dissatisfaction about ID2S’ products or services to recognize a right or to redress a harm and/or requesting financial compensation or another form of remediation. A request for information, advice, clarification, service or delivery is not a complaint. A complaint from a requesting party who was denied access to ID2S cannot use this procedure to file a complaint.

• Members of ID2S:
  • Participants;
  • Market infrastructures
  • Issuers

• Issues include, but are not limited to:
  • Overcharging/incorrect charges;
  • Delays in delivering the agreed service level;
  • Administrative errors;
  • Failure to duly carry out instructions;
  • Poor client service;
  • Disputes over price/amounts payable;
  • Breach of client agreement or contract

Before sending a formal complaint, you shall have already escalated the issue to the senior relationship contact at ID2S (the Chief Development Officer has ultimate responsibility of the client relationship).

If you are not satisfied with the answer provided, you can address a complaint to ID2S with the following information:

• Name of the complainant;
• Name of the representative, if any;
• Address/Phone number/E-mail address;
• Reason for the complaint;
• Detailed description of the facts underlying the complaint;
• Any document supporting the content of the complaint.

You can address your complaint by sending ID2S:

• an email to complaints.id2s@id2s.eu
• a letter to:

ID2S – Compliance Department,
95 rue Saint Lazare,
75009 Paris,
France

Upon receipt of a formal complaint, it is the compliance department responsibility to ensure that the details of the complaint are duly treated. ID2S will:

• address a written acknowledgement of receipt within a reasonable time-period;
• seek to gather and investigate all relevant evidence and information of the complaint;
• provide an answer within a reasonable time-period. This period should not exceed two months from the date of receipt of the complaint. If an answer cannot be provided within this period, in case of complex files for instance, ID2S will inform the complainant and indicate the date at which the examination is likely to be achieved

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