Applying to bank mediator over missing sale funds?

Since selling our French holiday home we have been unable to access the proceeds of the sale from the bank. Our notaire transferred the money to our account in February. Since then we have not returned to France and despite attempts to get a response from our account manager, we have not heard from him – recent requests, including for a new cheque book or to change the account to joint names, have also gone unanswered. Fearing we may have a problem, we referred the matter to the bank’s mediator. Have you heard of such problems before and have we done the right thing by going to the mediator?  L.C.

30 November 2018

WE HAVE not heard of such a problem before and are not sure why you are unable to access the funds despite them being transferred to the bank by the notaire.

There is no problem with going via the mediator but we also suggest you telephone the bank directly or visit in person to find out what is happening.

Usually, before applying to the designated mediator for your bank, you should write an official réclamation (letter of complaint) to your branch (you could address it to your account manager (conseiller) or the branch manager (le directeur d’agence).

If the response is not satisfactory, you should usually write to the bank’s customer service team and only then, if the problem is still not resolved, should you apply to the mediator.

An application to the mediator is also in writing and they must reply within three months. Details of the mediator can be found on a bank’s website (probably under Réclamations) or on bank statements.

Reader's query answered by Hugh MacDonald

The Connexion welcomes queries and regularly publishes a selection with answers. However, please note that we cannot enter into individual correspondence on money topics. Queries may be edited for length and style. Due to the sensitive nature of topics we do not publish full names or addresses on these pages.

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The information here is of a general nature. You should not act or refrain from acting on it without taking professional advice on the specific facts of your case. No liability is accepted in respect of these articles. These articles are intended only as a general guide. Nothing herein constitutes actual financial advice

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