Enquiries and complaints

Commitment to the client

Andvisory 360 Financial Services ASF, SL has a complaints-handling policy approved by its management. Complaints are handled in a reasonable, prompt and transparent manner. Filing a complaint is free of charge and does not entail the waiver of any right. Both clients and potential clients of the firm may file complaints.

How to file a complaint

You may submit your complaint by email to marc.galabert@andvisory360.com, by post to Carrer Babot Camp 15, 5-2, AD500 Andorra la Vella (Andorra), or deliver it in person at that address.

Please state your name, a means of contact, the facts giving rise to the complaint and, where applicable, the transaction to which it relates and the remedy you are seeking. You may attach any documents you consider useful. You may also use the email address above to check the status of your complaint.

Handling and time limits

We will acknowledge receipt of your complaint and refer it to the function responsible for investigating it. If we need essential information to examine the facts, we will ask you for it.

We will inform you of Andvisory 360's position in a reasoned, clear and plain manner, without undue delay and, in any event, within a maximum of one month from the submission of the complaint. This time limit is the same as that laid down in Andorran consumer protection legislation.

Register and monitoring

We keep a register of the complaints received and of the measures taken to resolve them. We analyse them to detect possible recurring issues and to improve the service. We provide the Autoritat Financera Andorrana (Andorran Financial Authority) with the relevant information on complaints and their handling.

If you are not satisfied with the response

If you are a client of the firm and do not receive a response within one month, or are not satisfied with the response received, you may consult the conditions for filing a complaint with the Autoritat Financera Andorrana (AFA). The AFA provides a form on its website and also accepts complaints submitted in person or by post at Carrer Bonaventura Armengol 10, Edifici Montclar, bloc 2, 4a planta, AD500 Andorra la Vella. A complaint to the AFA requires that it has first been submitted to the firm and is subject to the admissibility criteria published by the Authority.

You may also have recourse to any applicable alternative dispute resolution mechanisms or bring the legal actions available to you. If you consider that your rights regarding the protection of personal data have been infringed, you may lodge a complaint with the Agència Andorrana de Protecció de Dades (APDA) (Andorran Data Protection Agency).

Data protection

Personal data provided in a complaint is processed in order to handle it, document its resolution and comply with the applicable legal obligations, in accordance with this website's Privacy policy.