Complaints

We want to put things right if you are unhappy with our service. This page explains how to complain and what happens next. Last updated: [date].

How to complain

Write to [email protected] or to [legal name], [address]. Please include your name, your contact details and a short description of the problem and what you would like us to do.

What happens next

• We acknowledge your complaint within 5 working days.
• We look into it and may ask you for more information.
• We send you our written answer within 30 days. If we need longer, we tell you why and when you can expect a reply.

If you are not satisfied

If you disagree with our answer, or have not had one within 60 days, you can refer the matter free of charge to our consumer mediator: [mediator name and website].

Other help

• For a problem with your data, you can contact the CNIL, the French data protection authority, at cnil.fr.
• For a complaint about a bank, you can contact the bank's own complaints service and then its mediator.
• France Victimes offers free support to victims on 116 006.