How to submit a complaint

There are two ways for dissatisfied customers to submit a complaint: 

• with the banking or insurance professional concerned: industry professionals are required to have mechanisms in place to handle complaints brought by their customers. You can contact them to express your dissatisfaction either orally or in writing. If your complaint does not receive a reply, or if that reply proves unsatisfactory, you can contact an Ombudsman. This procedure provides an option to try and reach an amicable resolution out of court;

• with the ACPR: the ACPR is the competent authority tasked with monitoring the compliance of financial agents (banking institutions and all other financial agents under its supervisory remit) and insurance undertakings with applicable law. Should you consider that the professional concerned has failed to comply with applicable law, you can refer your complaint to the ACPR. Any information that customers bring to the Authority’s attention can help us identify potential bad business practices and guide our supervisory action to protect customers.

How can I file a complaint with a professional?

The ACPR recommends that professionals implement best practices to ensure that their complaint-handling system is more easily accessible, straightforward and efficient, with a view to providing claimants with high-quality answers as promptly as practicable.

Theoretically, complaints must be filed in writing, using a durable medium (letter, email, or online form). If you submit a complaint orally, and the professional concerned cannot resolve the matter immediately to your satisfaction, you will be invited to formalise your complaint in writing.

The complaint-handling system in place and the practical steps to follow to lodge a complaint must be included in a dedicated section of each industry professional’s website. You should also be able to get that information at such professionals’ branches or offices that are open to customers, as well as in the contractual documentation provided by them, as needed.

Once you have lodged a written complaint, the professional receiving it is required to:

• acknowledge receipt of your complaint within 10 working days of your submission;

• reply to you within two months at the latest from the date on which you formally expressed your dissatisfaction in writing (the date on which you sent the first letter/email stating your dissatisfaction, the date on which you filled in an online complaint form…);

• provide you with a clear and substantiated answer, in writing, that is adapted to your specific situation. This reply should also mention the designated Ombudsman who may be called upon in your case, and it should include detailed information about the associated referral procedure.

Regardless of the contact person or service with which you have lodged your complaint, you have the right to refer the matter to a Consumer Ombudsman:

• without delay, as soon as you have received a “definitive” answer to your complaint. In such case, this final answer includes the contact details of the Ombudsman to which you can refer the matter right away;

• in any event, two months after the date on which you sent your written complaint (to clarify, this applies even if your complaint has remained answered, and it also applies in cases where the industry professional concerned has not provided you with a “definitive” answer yet).

Ombudsman procedures are free, confidential and impartial. Lastly, should you not be satisfied with the Ombudsman’s opinion, or should the industry professional concerned refuse to apply the Ombudsman’s recommendation, you retain your right to bring the case before the competent court.

Comment effectuer une réclamation auprès de l'ACPR ?

Il ne relève pas des missions confiées à l’ACPR d’intervenir dans les litiges opposant les agents financiers et organismes d'assurance à un de leurs clients, mais si vous estimez que le professionnel n'a pas respecté la réglementation, vous pouvez le signaler à l'ACPR.

Pour ce faire, vous pouvez transmettre votre réclamation à l’ACPR via la Banque de France.

Quelles suites seront apportées à votre signalement ?

1. Votre signalement sera analysé. L’ACPR utilise les informations portées à sa connaissance par les clients pour détecter d’éventuelles mauvaises pratiques commerciales et ainsi orienter ses actions de contrôle. Toutefois, ses agents sont tenus au secret professionnel et ne pourront dès lors vous informer des suites réservées à votre transmission d’informations.

2. Dans un délai de 15 jours, la Banque de France vous adressera une réponse vous informant notamment sur les démarches à accomplir pour tenter de résoudre votre litige. Les réponses individuelles aux réclamants sont confiées à la Banque de France qui leur fournit des informations générales sur les règles applicables à leurs situations, sans délivrer de conseil juridique ni s’immiscer dans les litiges.

Vous avez une question générale sur la règlementation et les pratiques en banque et en assurance ?

Retrouvez des informations détaillées sur les produits bancaires et assurantiels et les placements financiers sur ABE Info Service (Assurance Banque Épargne Info Service), le site Internet proposé conjointement par l’ACPR, l’AMF et la Banque de France. Il a vocation à apporter au grand public des informations sur les produits bancaires, assurantiels et les placements financiers, à l’orienter dans ses démarches mais aussi à alerter sur des pratiques frauduleuses d’acteurs non autorisés. Il propose également des conseils pour vous aider à vous protéger contre les arnaques.