Complaints & mediation
Having a problem or a disagreement? Here's how to report it to us, and what happens next.
The procedure, step by step
First, write to us
The vast majority of situations are resolved through a simple exchange. An access that isn't working, an invoice you don't understand, content that doesn't match what you expected: use the contact form, it's the quickest way.
Submit a formal complaint
If the first exchange did not resolve the issue, please use the form below. Your complaint is recorded and receives a written, reasoned reply, whether or not the answer is in your favour.
Contact the consumer mediator
If the disagreement persists despite our reply, you may use consumer mediation free of charge. It is a right, and it costs you nothing.
Consumer mediation
In accordance with the French Consumer Code, if no solution has been found after your written complaint, you may use a consumer mediator free of charge.
The referral must be made within one year of your written complaint, and presupposes that you have first tried to resolve the dispute directly with us.
Dernière mise à jour de cette procédure : 19/10/2026.