Make a complaint

We take complaints seriously. Describe the facts precisely so that our team can review your case and respond to you.

Licences and regulation Account security

Procedure

Our three-stage process

Acknowledgement of receipt

We acknowledge receipt of your request and open a case file.

Review

We examine the information provided and may ask you for clarification or additional documents.

Reasoned response

We provide a reasoned response within a reasonable timeframe, or an update on progress.

How to write to us

Send your request to contact@altrivest.fr with the subject line "Complaint". Include your name, the email address linked to the account, the date of the events, a description and any relevant documents.

Keep written records

Keep the dates, references and a short description of the problem.
Do not send passwords or full card numbers; ask for written confirmation.
Escalation routes depend on the entity and jurisdiction that apply to your situation.

If you are not satisfied with the response

Reply to the closing message, specifying the points you dispute. Your case may be subject to a new internal review. You also retain the remedies provided for by the rules that apply to your situation.

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