Operations - Client Support
E-mail: clientsupport@nowcm.eu
Operations and Client Support Team:
Jean-François Menthon + 33 (0) 6 07 87 21 95 jeanfrancois.menthon@nowcm.eu
Céline de Perthuis de Laillevault + 33 (0) 7 71 95 70 52 cdp@nowcm.eu
Opening hours:
The market is open from 8:30 am to 5:00 pm (Paris time), client support remains open until
6:00 pm (Paris time).
Closing days 2025:
NowCP is open Monday to Friday, except on the following days, for the year 2025:
Wednesday 1st January 2025 (New Year)
- Friday 18th April 2025 (Good Friday)
- Monday 21st April 2025 (Easter Monday)
- Thursday 1st May 2025 (Labour Day)
- Thursday 25th December 2025 (Christmas)
- Friday 26th December 2025 (Boxing Day)
On Wednesday 24th December 2025 (Christmas Eve) and Wednesday 31st December 2025
(New Year's Eve), the market will be closed from 2:00 p.m. (Paris time).
Client Complaints
In accordance with the regulations, NowCM France has set up a system for handling
complaints.
- What is a complaint?
A complaint means a statement of the customer's dissatisfaction with NowCM France
regardless of the contact person or department to which it is made.
It can come from any person, including in the absence of a contractual relationship with
NowCM France.
However, a request for information, advice, clarification, service or benefit is not a complaint.
- How do I make a complaint?
You can send us your complaint under the following conditions:
➢ by e-mail to the following address: clientsupport@nowcm.eu
➢ or by post to the following address:
NowCM France
Responsable du Traitement des Réclamations
4 place de l’Opéra
75002 Paris
For complaints made verbally or by instant messaging, please note that these do not provide
the claimant with a dated copy of their complaint.
We therefore invite you to express your dissatisfaction in writing and, if necessary, to provide
us with all the documents we need to examine your complaint:
- How is a complaint handled?
Complaints are processed in several stages, at no cost to the claimant:
- Centralisation of the complaint and acknowledgement of receipt,
- Recording the complaint in a dedicated register,
- Investigation,
- Diagnosis and analysis report,
- Meeting deadlines,
- Decision,
- Communication,
- Recording.
- Complaint processing time
NowCM France undertakes to acknowledge receipt of your complaint within a maximum of
ten (10) working days from the date of sending the written complaint.
NowCM France undertakes to provide you with a response within a maximum of two (2)
months from the date on which the complaint was sent.
In this respect, if in the event of the occurrence of circumstances duly justified this deadline
cannot be met, the customer will be informed of the reason for this delay.
NowCM France undertakes to respond to any request for information on the processing of the compliant.
- AMF Mediation
months, you can contact the Ombudsman of the Autorité des Marchés Financiers (AMF) free
of charge:
➢ preferably for better follow-up by electronic form (available on the AMF website):
https://www.amf-france.org/fr/le-mediateur-de-lamf/le-mediateur-mode-demploi/dansquels-cas-saisir-le-mediateur
➢ or by post to the following address:
Médiateur de l’AMF
Autorité des marchés financiers
17, place de la Bourse
75082 PARIS CEDEX 02
All information relating to the AMF's mediation is available on the AMF's website:
https://www.amf-france.org/fr/le-mediateur
- Is the handling of complaints monitored and controlled?
The RCSI (Head of Compliance and Investment Services) ensures that the process runs
smoothly and that the complaints register has been updated.
In addition, at least once a year, a summary is presented to NowCM France's governing
bodies including an analysis of the quality of the system put in place and any corrective
measures planned or implemented.
- How are exchanges relating to complaints kept?
All information or exchanges relating to the complaint itself, as well as its handling, are kept
for at least 5 years in the NowCM France register.
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Website
https://nowcm.eu
Jean-François Menthon
Chief Operating Officer and Client Support