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Finary est agréé MiCA : investissez en crypto sur une plateforme régulée par l'AMF
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At Finary SAS (“Finary”), we are committed to providing our clients with the best possible service. Should you nevertheless be dissatisfied with our services, we make available to you a complaints handling arrangement that is free of charge, transparent and impartial, in accordance with the applicable regulations.
Finary SAS is:
A complaint is the expression of dissatisfaction, whether written or oral, well-founded or not, relating to the provision, or the absence of provision, of a service by Finary.
The following do not constitute complaints: a request for a service or a benefit, a request for information, a request for clarification or a request for an opinion. Such requests are naturally welcome and are handled by our customer service.
A complaint may be filed by any person having an interest in acting, including in the absence of a contractual relationship with Finary: clients, former clients, persons who have solicited our services or who have been solicited by us, as well as their agents and successors in title. Where a third party acts on behalf of a client, they must provide evidence of their authority (the account holder's consent or a power of attorney).
Filing a complaint is free of charge. You may send us your complaint, drafted in French or in English:
In order to facilitate the handling of your request, please indicate your surname, first name and contact details, the date of the events, as well as a clear description of your dissatisfaction, accompanied where applicable by the relevant documents.
For any complaint relating to our crypto-asset services, you may use the standard complaint template provided for by Commission Delegated Regulation (EU) 2025/294, made available to you here. Its use is optional: your complaint will be handled whatever the format chosen.
Your complaint is the subject of an impartial investigation, conducted with competence and diligence. We keep you informed of the progress of its handling, and our final response is sent to you in writing, in a clear and reasoned manner.
We commit to the following time frames:
If particular circumstances, duly justified, do not allow us to comply with this time frame, we will inform you thereof, specifying the reason for the delay and the date on which a final response will be provided to you.
If you disagree with the response provided, or if you have not received a response within the time frames indicated above, you may refer the matter, free of charge, to an ombudsman. The competent ombudsman depends on the nature of your complaint.
For complaints relating to investment services and crypto-asset services:
The Ombudsman of the Autorité des Marchés Financiers (AMF)
For complaints relating to insurance distribution and for any other consumer dispute:
The CM2C: Centre de Médiation de la Consommation de Conciliateurs de justice (cm2c.net).
Referral to the ombudsman is subject to the following conditions: you must have first sent a written complaint to Finary; you may refer the matter to the ombudsman upon receipt of our final response or, in the absence of a response, two months after the dispatch of your first written complaint; the referral must occur within a period of one year from your written complaint; the dispute must not have been previously examined by another ombudsman or by a court.
Complaints relating to the protection of your personal data are handled by our Data Protection Officer (DPO), in accordance with the terms described in our Privacy Policy. You also have the right to lodge a complaint with the Commission Nationale de l'Informatique et des Libertés (CNIL), 3 place de Fontenoy, TSA 80715, 75334 Paris Cedex 07 (www.cnil.fr).
