In accordance with Articles L. 611-1 and following of the French Consumer Code, Yes Conciergerie Annecy offers its customers a free consumer mediation scheme in the event of an unresolved dispute.
Prior recourse
Before referring the matter to the ombudsman, the customer is invited to submit their complaint in writing to our customer service at [email protected] or by phone at +33 7 45 17 97 97. We undertake to process the complaint within a reasonable timeframe.
Referring the matter to the ombudsman
If no amicable solution is reached within two months of the written complaint, the customer may refer the matter free of charge to the competent consumer ombudsman. The referral must take place within one year of the initial complaint.
The ombudsman may be contacted online, by post or by email. Contact details and the referral procedure will be communicated upon request to [email protected].
European online dispute resolution platform
The European Commission provides consumers with an online dispute resolution platform, accessible at https://ec.europa.eu/consumers/odr. This platform allows you to submit your complaint to an approved ombudsman.
Mediation and judicial proceedings
Recourse to the ombudsman is optional. It does not preclude subsequent referral to the competent court if no amicable agreement is reached.
