Apply for a refund or find a solution to your issue
When?
As soon as possible (recommended).
You can also wait to see if the company or business responds via SignalConso.
To whom?
The customer services department for the company or business.
You can find the company's customer services contact details on your contract, the company's website, or in the company's terms and conditions of business.
How?
Send a letter by registered post with acknowledgement of receipt, enclosing the following two documents:
- a template letter that can be filled in (spaces between [])
- my report in PDF format
Keep a copy of the letter and proof of postage.
Why?
Your letter is proof that you have taken action. It is needed to complete later stages of the process.
When?
Two months after you sent your letter, if you have not received a response or the response you received was unsatisfactory.
Who?
The company is required to give the name of their chosen mediator. The mediator's contact details are usually given on the company's website, contract and/or purchase order.
How?
Complete the form on the mediator's website, or write to the postal address provided.
Why?
The mediator will help you reach an amicable settlement with the company.
How much does it cost?
Mediation is free of charge.
What to do if you can't find a mediator
Get in touch with your nearest conciliator.
Carry out a search on the site conciliateurs.fr.
A conciliator will help you reach a solution with the company.
The process is free of charge.
Important – if your dispute is for less than €5,000, you must have completed step 2 (mediation or conciliation) before a matter can be referred to court.
When?
In instances where you have not found a solution through mediation or conciliation.
How?
Visit the page https://www.service-public.fr/particuliers/vosdroits/F35125
Why?
To allow a court judge to determine who is at fault and what solutions should be put in place.
How much does it cost?
Taking a matter to court is free. However, the costs of legal action can mount as proceedings continue (e.g. legal fees, expert report fees, etc.).
To complete these steps, you can contact a consumer association.
Consumer associations can assist you with writing claim letters or issuing formal notices, contacting companies directly, and initiating court proceedings.
To get assistance, you will need to pay a membership fee. For details of membership fees, contact the relevant association. Depending on your circumstances, some associations may offer a reduced membership fee.
List of official consumer associations:https://www.economie.gouv.fr/dgccrf/Liste-et-coordonnees-des-associations-nationales