Crédit Agricole du Finistère establishes complaint and mediation services

Crédit Agricole du Finistère has established procedures for managing customer complaints and disputes. The bank aims for customer satisfaction and quality service, providing clear avenues for feedback if dissatisfaction arises.

Internal processes begin at the customer's local branch. Advisors and branch managers serve as primary contacts for resolving issues. If a resolution is unsatisfactory, clients can contact the "Écoute Clients" (Customer Listening) service via email, post, or phone. The bank commits to processing complaints within set periods, typically ten days, and providing a response within two months of receiving a written complaint.

For payment services, such as transfers or card transactions, "Écoute Clients" is expected to provide a response within 15 working days, with a potential extension to 35 working days in exceptional circumstances. Disputes related to insurance contracts are directed to separate services like Predica or Pacifica, depending on the insurance type.

If internal procedures do not result in a satisfactory outcome or if the two-month deadline passes, customers can engage an external mediator. Banking and insurance mediation is a legal mechanism governed by consumer protection laws. Xavier De Kergommeaux acts as the mediator for consumer disputes concerning banking services, with his scope defined by regulatory codes.