Consumer associations have been asking for this for a long time: they could soon get satisfaction. According to an article in the Echos du Mardi May 10, new good practices must be well calculated among the rules to be respected for banks and insurance. Our colleagues were able to access a draft recommendation from the Autorité de kontrol prudentiel et de résolution (the ACPR), an institution integrated into the Banque de France which monitors the activity of these sectors while ensuring their protection. customers. And it is precisely the ACPR that would have looked at the rules of good conduct surrounding the “claimants”: people who have disputes with their banks or insurance companies.
According to Les Echos, the Autorité should be a particularly awaited recommendation regarding the response time of these establishments. The latter will have to respond to consumers who make complaints within two months. This deadline should already be met, but the novelty is that complaining consumers will be able to go to a mediator two months after sending their first written complaint, no matter what service is requested.
According to economic averages, this new possibility will make the claimants’ lives less complicated, and access to mediation will be facilitated, and then many times consumers may have made mistakes and turned to a service that is not. not the right one, and end up seizing the mediator not after two months, but after several months. Lost time that should fade, if the project is well validated by the ACPR.
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