Consumer mediation

Since 1 January 2016, all consumers have had the right to have recourse, free of charge, to a consumer mediator, with a view to the amicable resolution of a dispute between them and a professional, following the purchase of a good or the provision of a service.

This right is set out in articles L611-1 et seq. of the French Consumer Code. To be admissible, the request for mediation must be preceded by an amicable approach to the professional’s customer service department.

Under these new regulations, which transpose a European Directive of 21 May 2013, businesses are required to provide consumers with the information they need to identify their chosen mediator on their website and in their terms and conditions of sale.
Failure to do so may result in an administrative fine of €3,000 for an individual and €15,000 for a legal entity.

The role of the mediator :

The mediator will help the parties to find an amicable solution.
Failing this, the mediator will propose one or more solutions by issuing a non-binding opinion.

The parties are free to resort to legal proceedings at the end of the mediation if they have not reached a satisfactory solution.

Consumer mediation