Virtual currencies, real risks. The only guarantee in crypto is risk.
there is no legal mechanism on the virtual currencies market to prevent market manipulation or insider dealing;
virtual currencies depend entirely on a specific computer technology and infrastructure, which in certain cases may be very recent and not yet adequately tested;
if one loses the identification code or password giving access to the virtual wallet in which the virtual currency is stored, the currency held therein will be irretrievably lost;
virtual currencies are currently accepted as a means of payment to a limited extent, and in most countries there is no legal obligation to accept them;
for more information about the risks associated with an investment in virtual currencies, we advise you to read the Wikifin page What is a cryptocurrency?
A complaint is any statement expressing dissatisfaction with Shares, regardless of who is contacted. It may come from any person with a legitimate interest, including where there is no contractual relationship with the professional: clients, former clients, holders of financial securities, anyone who has asked SFA to provide a product or service or who has been solicited by SFA, including agents and beneficiaries.
A request for information, advice, clarification, service or performance is not a complaint.
For crypto-asset services:
A complaint is the action by which a client or prospective client of SFA, in its capacity as a CASP (crypto-asset service provider), informs SFA of its dissatisfaction with the provision of one or more crypto-asset services.
2. How do I submit a complaint?
Submitting a complaint is free of charge. You can send us your complaint, written in French or English:
Your complaint is investigated impartially, 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 deadlines:
Acknowledgment of receipt within a maximum of 10 business days from the date your complaint was sent (the postmark being proof for postal mail), unless a final response is provided to you within that period;
Final response within a maximum of 2 months between the date your written complaint was sent and the date our response is sent.
In the event of a delay in responding, Shares is required to inform you of the reasons for the delay and of the date by which a final resolution will be communicated to you.
The final response will be sent by email from the address complaints@shares.io for any complaint submitted through the dedicated form or, at the client's express request, by post.
4. What if you are not satisfied with our response?
If you disagree with our response, or if you have not received a response within the deadlines indicated above, you can refer the matter free of charge to the Mediator of the Autorité des Marchés Financiers (AMF):
By post: The Mediator – Autorité des Marchés Financiers, 17 place de la Bourse , 75082 Paris Cedex 02.
