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Consumer mediation

Last updated: [TO COMPLETE — date]

In accordance with articles L. 611-1 et seq. of the French Consumer Code, every consumer has the right to use a consumer mediator free of charge to seek an amicable settlement of a dispute with a trader.

1. Contact us first

Before contacting the mediator, send us a written complaint:

  • through the Contact page;
  • by email: [TO COMPLETE — email address];
  • by post: [TO COMPLETE — postal address].

Indicative response time: [TO COMPLETE].

2. Competent mediator

If you are not satisfied with our answer, or if you do not receive one, you can refer the matter to the following consumer mediator:

  • Mediator: [TO COMPLETE — MEDIATOR NAME]
  • Website: [TO COMPLETE — MEDIATOR WEBSITE]
  • Contact details: [TO COMPLETE — CONTACT DETAILS]

3. Admissibility conditions

Under article L. 612-2 of the French Consumer Code, a dispute cannot be examined by the mediator where:

  • you cannot show that you first tried to resolve the dispute directly with us through a written complaint;
  • the request is clearly unfounded or abusive;
  • the dispute has already been examined, or is being examined, by another mediator or by a court;
  • you submitted your request to the mediator more than one year after your written complaint to us;
  • the dispute is outside the mediator's remit.

4. How it works

Mediation is free of charge for the consumer. Each party remains free to accept or refuse the solution proposed by the mediator, and keeps the option of going to the competent court.

5. Cross-border disputes

If you live in another European Union country, the European Consumer Centre France can inform and help you: www.europe-consommateurs.eu.