{"id":353,"date":"2025-01-05T00:00:00","date_gmt":"2025-01-04T22:00:00","guid":{"rendered":"https:\/\/www.lesclesdelabanque.com\/particulier\/2018\/08\/02\/comment-saisir-le-mediateur-de-la-consommation\/"},"modified":"2025-03-14T18:03:01","modified_gmt":"2025-03-14T16:03:01","slug":"comment-saisir-le-mediateur-bancaire","status":"publish","type":"post","link":"https:\/\/www.lesclesdelabanque.com\/particulier\/comment-saisir-le-mediateur-bancaire\/","title":{"rendered":"Comment saisir le m\u00e9diateur bancaire ?"},"content":{"rendered":"\n<h2 class=\"has-normal-font-size wp-block-heading\">Le m\u00e9diateur bancaire intervient gratuitement dans le r\u00e8glement des litiges entre un client et sa banque avec comp\u00e9tence et impartialit\u00e9. Il est inscrit sur la liste des m\u00e9diateurs de la consommation tenue par la Commission d'\u00e9valuation et de contr\u00f4le de la m\u00e9diation de la consommation.<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Quand peut-on saisir le m\u00e9diateur ?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Attention : Vous disposez d'1 an pour saisir le m\u00e9diateur \u00e0 compter de la r\u00e9clamation \u00e9crite adress\u00e9e \u00e0 la banque.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>En l\u2019absence de solution de votre banque<\/strong>, vous pouvez soumettre votre litige au m\u00e9diateur de la consommation \u00e0 partir de 2 mois apr\u00e8s la date de votre premi\u00e8re demande. <strong>En cas de r\u00e9ponse non satisfaisante du service d\u00e9di\u00e9 aux r\u00e9clamations<\/strong>, le m\u00e9diateur peut \u00eatre saisi imm\u00e9diatement.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Chaque banque garantit en effet \u00e0 ses clients la possibilit\u00e9 de recourir <strong>gratuitement <\/strong>\u00e0 un m\u00e9diateur de la consommation. Il est <strong>ind\u00e9pendant <\/strong>et tenu \u00e0 la <strong>confidentialit\u00e9<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">M\u00e9diateur bancaire : pour quels litiges ?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Concernant le domaine bancaire, la m\u00e9diation concerne <strong>les litiges entre un \u00e9tablissement de cr\u00e9dit ou de paiement et un particulier<\/strong> (personne physique n'agissant pas pour des besoins professionnels).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ainsi, les litiges<strong> <\/strong>bancaires recevables, nationaux et transfrontaliers, concernent :<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>la<strong> gestion des comptes<\/strong> (compte courant, comptes d'\u00e9pargne...) <\/li><li>les<strong> moyens de paiement<\/strong> (cartes, ch\u00e8ques, virements...)<\/li><li>les <strong>contrats de cr\u00e9dit<\/strong> (report d'\u00e9ch\u00e9ance, remboursement anticip\u00e9, rachat de cr\u00e9dit...)<\/li><li>la <strong>commercialisation des contrats d'assurance<\/strong> (assurance moyens de paiement, Plan Epargne Retraite Populaire, assurance vie...)<\/li><li>l'<strong>application de la tarification<\/strong> (respect de la r\u00e9glementation sur l'information, les d\u00e9lais, les plafonds\u2026)<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Il est d\u00e9conseill\u00e9 d'intenter une <strong>action en justice<\/strong> avant d'avoir \u00e9puis\u00e9 toutes les voies de recours amiable. Dans la quasi-totalit\u00e9 des cas, l'action en justice ne s'av\u00e8re pas n\u00e9cessaire. D'ailleurs, la demande de m\u00e9diation n\u2019est pas recevable si le litige a d\u00e9j\u00e0 \u00e9t\u00e9 examin\u00e9, ou est en cours d\u2019examen, par un autre m\u00e9diateur de la consommation ou par un tribunal.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Attention,<strong> vous ne pouvez pas recourir \u00e0 la m\u00e9diation<\/strong> :<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>pour un<\/strong> <strong>refus de pr\u00eat<\/strong> : la d\u00e9cision appartient \u00e0 la banque et d\u00e9pend de sa politique des risques<\/li><li><strong>pour le niveau des prix <\/strong>des services qui d\u00e9pend de sa politique commerciale<\/li><li><strong>si une proc\u00e9dure judiciaire est engag\u00e9e<\/strong> ou un jugement prononc\u00e9 (sauf accord de la banque)<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"has-common-insert-grey-background-color has-background wp-block-paragraph\">Pour vos op\u00e9rations sur des produits financiers ou sur les contrats d\u2019assurance commercialis\u00e9s par votre banque, le m\u00e9diateur de la consommation comp\u00e9tent est indiqu\u00e9 dans la lettre de r\u00e9ponse du service d\u00e9di\u00e9 aux r\u00e9clamations de votre banque. Selon les cas, il pourra s\u2019agir du m\u00e9diateur de la consommation de votre banque, de l\u2019AMF ou de l\u2019assurance.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">O\u00f9 trouver les coordonn\u00e9es du m\u00e9diateur ?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Le m\u00e9diateur est joignable uniquement <strong>par \u00e9crit<\/strong> en utilisant l'adresse figurant sur :<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>votre relev\u00e9 de compte<\/li><li>les conditions g\u00e9n\u00e9rales de votre convention de compte<\/li><li>le site Internet de votre banque<\/li><li>la lettre de r\u00e9ponse du service d\u00e9di\u00e9 aux r\u00e9clamations.<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Comment saisir le m\u00e9diateur ?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">La saisine du m\u00e9diateur de la consommation implique que vous acceptez de lever le<strong> <\/strong>secret bancaire<strong> <\/strong>\u00e0 son profit. Vous pouvez saisir le m\u00e9diateur de la consommation par <strong>courrier simple ou <\/strong>par <strong>voie \u00e9lectronique<\/strong>, en ligne<strong> <\/strong>sur son site Internet<strong> <\/strong>par exemple. Celui-ci permet notamment de :<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>s'informer sur le processus de la m\u00e9diation<\/li><li>conna\u00eetre le parcours du m\u00e9diateur de la consommation, les litiges entrant dans sa comp\u00e9tence, son rapport d'activit\u00e9<\/li><li>d\u00e9poser sa demande de m\u00e9diation avec tous les documents justificatifs<\/li><li>acc\u00e9der \u00e0 la <a rel=\"noreferrer noopener\" href=\"https:\/\/ec.europa.eu\/consumers\/odr\/main\/index.cfm?event=main.home.chooseLanguage\" target=\"_blank\">plateforme europ\u00e9enne de r\u00e9solution de litiges en ligne<\/a> (cette plateforme ne pourra plus \u00eatre utilis\u00e9e fin mars 2025 en raison du nombre insuffisant de recours annuels).<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"has-common-insert-grey-background-color has-background wp-block-paragraph\">Sans r\u00e9clamation pr\u00e9alable aupr\u00e8s de la banque ou si votre demande n\u2019entre pas dans son champ de comp\u00e9tence, le m\u00e9diateur de la consommation vous informera du rejet de votre demande dans les 3 semaines apr\u00e8s r\u00e9ception de votre dossier.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Comment le m\u00e9diateur intervient-il ?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Ce recours est gratuit. <strong>La m\u00e9diation intervient dans un d\u00e9lai de 90 jours maximum<\/strong> \u00e0 compter de la r\u00e9ception de votre dossier complet (copie des courriers, synth\u00e8se de la situation et autre document dont le m\u00e9diateur de la consommation pourrait avoir besoin). Une prolongation du d\u00e9lai est possible en cas de litige complexe.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La comp\u00e9tence et l'impartialit\u00e9 du m\u00e9diateur faciliteront la recherche d'une solution amiable. Vous pouvez, comme la banque, vous retirer \u00e0 tout moment du processus de<strong> <\/strong>m\u00e9diation. <strong>&nbsp;<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Le m\u00e9diateur  vous informera<\/strong> par courriel ou courrier simple <strong>de la<\/strong> <strong>solution de m\u00e9diation qu\u2019il propose <\/strong>aux deux parties. Il s'agit toutefois d'une proposition que <strong>ni vous ni la banque n'\u00eates oblig\u00e9s d'accepter. L\u2019acceptation de la solution par les deux parties met fin au diff\u00e9rend.<\/strong><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">En compl\u00e9ment de l'article \"Comment saisir le m\u00e9diateur de la consommation ?\" : <\/h4>\n\n\n\n<ul class=\"wp-block-list\"><li><a rel=\"noreferrer noopener\" target=\"_blank\" href=\"http:\/\/www.legifrance.gouv.fr\/affichCode.do?cidTexte=LEGITEXT000006072026&amp;\">L\u00e9gifrance - La m\u00e9diation aux art. L316-1 C. mon. et fin.<\/a><\/li><li><a rel=\"noreferrer noopener\" target=\"_blank\" href=\"https:\/\/www.economie.gouv.fr\/mediation-conso\/saisir-mediateur#secteur%208\">La liste des m\u00e9diateurs de la consommation pour le secteur bancaire<\/a><\/li><li><a href=\"https:\/\/eur-lex.europa.eu\/legal-content\/FR\/TXT\/HTML\/?uri=OJ:L_202403228\" target=\"_blank\" rel=\"noreferrer noopener\">Fin de la plateforme de r\u00e9solution des litiges au 20 mars 2025 : r\u00e8glement europ\u00e9en du 19 d\u00e9cembre 2024<\/a><\/li><\/ul>\n\n\n\n<div style=\"height:63px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"titleWithShadowText\">\n    <div class=\"titleWithShadowText__inner\">\n                <div class=\"titleWithShadowText__wrapper\">\n            <svg class=\"titleWithShadowText__wave titleWithShadowText__wave--verticalLeft\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewbox=\"239.12 0 188.4 666.65\"> <defs><clipPath id=\"a\"><path clip-rule=\"evenodd\" 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class=\"card__submetas\">\n                                        <p class=\"card__category\">Guides bancaires<\/p>\n                                    <\/div>\n            <\/div>\n            <div class=\"card__mainInformation\">\n                <h3 class=\"card__title\">\n                    <span class=\"card__title_span\">Comment r\u00e9gler un litige avec ma banque ?<\/span>\n                <\/h3>\n                                <p class=\"card__article\">Comme avec tout prestataire de services, les d\u00e9saccords sont toujours possibles avec votre banque. Ce mini-guide vous indique la marche \u00e0 suivre pour r\u00e9gler un litige \u00e0 l&#039;amiable (...)<\/p>\n                            <\/div>\n        <\/div>\n    <\/a>\n<\/article>\n        <\/div><div class=\"carousel__item\"><article class=\"card card--noBg\" data-block=\"carousel\">\n    <header class=\"card__head\">\n        <div class=\"postActions\"\n     data-wp-interactive=\"cdb\/post-actions\"\n     data-wp-context=\"{&quot;id&quot;:689,&quot;url&quot;:&quot;https:\/\/www.lesclesdelabanque.com\/particulier\/saisir-le-mediateur\/&quot;,&quot;title&quot;:&quot;Saisir le m\u00e9diateur&quot;,&quot;thumbnail&quot;:&quot;&quot;,&quot;likes&quot;:7}\"\n     data-wp-init=\"callbacks.init\">\n    <button class=\"postActions__button\" aria-expanded=\"false\" title=\"Voir les actions\" data-wp-on--click=\"actions.toggleMenu\">\n        <svg class=\"postActions__iconMenu\" role=\"presentation\" width=\"26\" height=\"26\">\n            <use href=\"#containsMore\" \/>\n        <\/svg>\n        <span class=\"a11y-hidden\">Voir les actions<\/span>\n    <\/button>\n    <div class=\"postActions__actionsMenu\"\n         data-id=\"689\"\n         data-url=\"https:\/\/www.lesclesdelabanque.com\/particulier\/saisir-le-mediateur\/\"\n         data-title=\"Saisir le m\u00e9diateur\">\n        <ul class=\"postActions__list\">\n                        <li>\n                                <button role=\"checkbox\" aria-checked=\"false\"\n                        title=\"Aimer cet article\"\n                        class=\"postActions__action postActions__action--like\"\n                        data-wp-on--click=\"actions.like\">\n                    <span class=\"a11y-hidden\">Aimer cet article<\/span>\n                    <svg role=\"presentation\" class=\"postActions__icon postActions__icon--inactive\">\n                        <use href=\"#like\" \/>\n                    <\/svg>\n                    <svg role=\"presentation\" class=\"postActions__icon postActions__icon--active\">\n                        <use href=\"#like--full\" \/>\n                    <\/svg>\n                <\/button>\n            <\/li>\n                                    <li>\n                <button role=\"checkbox\" aria-checked=\"false\"\n                        title=\"Enregistrer cet article\"\n                        class=\"postActions__action postActions__action--bookmark\"\n                        data-wp-on--click=\"actions.bookmark\">\n                    <span class=\"a11y-hidden\">Enregistrer cet article<\/span>\n                    <svg role=\"presentation\" class=\"postActions__icon postActions__icon--inactive\" width=\"12\">\n                        <use href=\"#bookmark\" \/>\n                    <\/svg>\n                    <svg role=\"presentation\" class=\"postActions__icon postActions__icon--active\" width=\"12\">\n                        <use href=\"#bookmark--full\" \/>\n                    <\/svg>\n                <\/button>\n            <\/li>\n                                    <li>\n                <button type=\"button\"\n                        title=\"Partager cet article\"\n                        class=\"postActions__action sharePost\"\n                        aria-haspopup=\"dialog\"\n                        data-wp-on--click=\"actions.share\">\n                    <span class=\"a11y-hidden\">Partager cet article<\/span>\n                    <svg role=\"presentation\" class=\"postActions__icon\" width=\"12\">\n                        <use href=\"#share\" \/>\n                    <\/svg>\n                <\/button>\n            <\/li>\n                    <\/ul>\n    <\/div>\n<\/div>\n                        <p class=\"card__time\">&lt; 1 Min<\/p>\n            <\/header>\n    <a class=\"card__link\" href=\"https:\/\/www.lesclesdelabanque.com\/particulier\/saisir-le-mediateur\/\">\n                <div class=\"card__content\">\n            <div class=\"card__metas\">\n                <div class=\"card__submetas\">\n                                        <p class=\"card__category\">Mod\u00e8les de lettre<\/p>\n                                    <\/div>\n            <\/div>\n            <div class=\"card__mainInformation\">\n                <h3 class=\"card__title\">\n                    <span class=\"card__title_span\">Saisir le m\u00e9diateur<\/span>\n                <\/h3>\n                                <p class=\"card__article\">Vous avez un litige que vous ne parvenez pas \u00e0 r\u00e9soudre avec votre agence et avec le service relations client\u00e8le ? Vous pouvez adresser une lettre recommand\u00e9e avec accus\u00e9 (...)<\/p>\n                            <\/div>\n        <\/div>\n    <\/a>\n<\/article>\n        <\/div><\/div><div class=\"navigation\"><button type=\"button\" class=\"navigation__btn navigation__btn--previous\" data-wp-on--click=\"actions.previous\" data-wp-bind--hidden=\"context.hidden\" data-wp-bind--disabled=\"context.prevDisabled\"><span class=\"a11y-hidden\">Voir plus sur la gauche<\/span><svg class=\"navigation__arrow navigation__arrow--previous\" role=\"presentation\"><use href=\"#arrow\" xlink:href=\"#arrow\" \/><\/svg><\/button><button type=\"button\" class=\"navigation__btn navigation__btn--next\" data-wp-on--click=\"actions.next\" data-wp-bind--hidden=\"context.hidden\" data-wp-bind--disabled=\"context.nextDisabled\"><span class=\"a11y-hidden\">Voir plus sur la droite<\/span><svg class=\"navigation__arrow navigation__arrow--next\" role=\"presentation\"><use href=\"#arrow\" xlink:href=\"#arrow\" \/><\/svg><\/button><\/div><\/div>\n\n","protected":false},"excerpt":{"rendered":"<p>Le m\u00e9diateur bancaire intervient gratuitement dans le r\u00e8glement des litiges entre un client et sa banque avec comp\u00e9tence et impartialit\u00e9. Il est inscrit sur la liste des m\u00e9diateurs de la consommation tenue par la Commission d'\u00e9valuation et de contr\u00f4le de la m\u00e9diation de la consommation. Quand peut-on saisir le m\u00e9diateur ? Attention : Vous disposez [&hellip;]<\/p>\n","protected":false},"author":13,"featured_media":6392,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"likes":17,"views":31907,"viewed_at":"1778495236","newsletter":"0","_yoast_wpseo_primary_category":136,"footnotes":""},"categories":[278,270,136],"tags":[],"class_list":["post-353","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-jai-des-difficultes","category-mes-moments-de-vie","category-un-litige-avec-ma-banque"],"yoast_head":"<title>Comment saisir le m\u00e9diateur bancaire ? - Un litige avec ma banque - Les cl\u00e9s de la banque - Particulier<\/title>\n<meta name=\"description\" content=\"Le m\u00e9diateur bancaire intervient dans le r\u00e8glement des litiges entre un client et sa banque avec comp\u00e9tence et impartialit\u00e9.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.lesclesdelabanque.com\/particulier\/comment-saisir-le-mediateur-bancaire\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Comment saisir le m\u00e9diateur bancaire ? - 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