Complaint Handling Procedure

These details are provided in accordance with the provisions of the General Regulation of the Autorité des Marchés Financiers (AMF) and AMF Instruction No. 2012-07.
They are intended to inform clients of our services (“Clients” or, where applicable, “You”) about our complaint handling procedures.

Only complaints made by you against Automata France or its affiliated companies (Automata AI, Automata ICO Ltd, and Vancelian Ltd), their products or services, are covered, excluding requests for information, advice, clarification, services, or assistance.

Any client wishing to submit a complaint is invited to send a letter to the following address:

To the attention of:
Complaints Service
Automata France
COLOFT ARTEPARC - Building A Sophia
965 Avenue Roumanille
06410 Biot

A complaint may also be submitted by email: reclamations@vancelian.com.

To ensure the complaint has been received, we recommend that the Client request an acknowledgment of receipt.

Processing time :
Automata France undertakes to send an acknowledgment of receipt to the Client within ten business days if the complaint cannot be processed sooner. The complaint will be handled within two months from the date of receipt.

Recourse :
For disputes falling under the jurisdiction of the AMF, you may choose to contact either the AMF Ombudsman or a corporate, sectoral, or professional federation mediator, provided that such mediator has signed an agreement with the AMF Ombudsman and that it has been notified to the Mediation Evaluation and Oversight Commission. Your choice is final, and mediation is free of charge.

The mediation request form and the mediation charter are available on the AMF website: https://www.amf-france.org/fr/le-mediateur.

In other countries :
For services provided in other European Union countries, Switzerland, and the United Kingdom, Automata France informs you that you may contact the independent mediator of the competent national authority. The list is maintained by the European Commission: FIN-NET members.

Complaint procedures are confidential, free of charge, adversarial, and non-binding. Each party may terminate the procedure at any time and retains the right to take the matter to court.
 

However, before contacting the mediator, the Client must first contact the person responsible for complaints within Automata France.