Reader question: Our bank is acting unfairly. What can we do? Is there a mediator?
Yes, each bank has its own mediator and consultation with them is free of charge.
However, before making contact, you must show that you attempted to solve the problem with your bank first.
If you feel your bank is acting unfairly, the first thing to do is to contact your personal adviser.
It is advisable to keep a copy of all correspondence. If you request a meeting by email, mention the reason for it and the nature of the problem.
If you have not been able to solve the issue this way, the next step is to write a letter to the bank’s claims department, called the service réclamations. You can ask your adviser or branch for the address, or find it online.
The letter must contain a description of the problem, the steps you have taken to try to solve it, and any relevant documents, including evidence of correspondence on the matter.
This should be sent by registered mail (lettre recommandée avec avis de réception).
If you do not receive an answer (within two weeks for a payment issue or two months for other issues), you may then contact the mediator, online or by post.