Claim Policy
Crédit Agricole Leasing & Factoring has put in place a system for the management of claims received to deal effectively, transparently and in a harmonised manner with the dissatisfaction of its customers, in accordance with the applicable regulations.
Claim definition
A claim is an expression of dissatisfaction with the provision of a service or service.
Claims processing within Crédit Agricole Leasing & Factoring
Crédit Agricole Leasing & Factoring undertakes to processing of any claim from a client or partner in accordance with the following principles:
- Customer Transparency
- Free access to claims processing facilities
- Objectivity
- Deadline for processing the appropriate response in view of the complexity of the claim
For each claim, the relevant entity of Crédit Agricole Leasing & Factoring will send an acknowledgement of receipt to the claimant within 2 working days of receipt of the claim, unless they is able to provide the response to the dissatisfied customer within that period.
A response is usually given between 7 and 14 working days. In the event of a complex resolution which results in an overrun of this period, the customer will be informed.
The client’s communication must clearly state that it is a claim and must be addressed:
- to his usual interlocutor, or
- at the last contact point, the coordinates of which are given in the last correspondence addressed to it
If a customer is not satisfied with the response to his/her claim, he/she may contact the CAL&F Quality and Process Service by mail or e-mail as a remedy.
By mail to:
Leasing & Factoring Farm Credit
Quality and Process Service
12 US place - CS 30002
92548 Cedex Montrouge - France
Or
By email to: Qualite&processus-reclamations@ca-lf.com
Mediation mechanism
If you are an individual, not acting for professional purposes, and the processing of the claim does not result in the resolution of your dispute, you can use our mediation service by writing to:
Ombudsman of the ASF - 75854 Paris Cedex 17
The role of the ASF mediator is to propose a solution to disputes between an individual and an ASF member such as Lixxbail (depending on the trademark). The ASF mediator is therefore the last link in the dialogue that is being established to amicably resolve client claims.
His intervention is, of course, free. However, the Ombudsman can intervene only if you have tried to find a solution with CAL&F services in advance. Your requests must contain the exact reason for your claim and possibly a copy of the supporting documents. It is imperative to follow these steps and the response time (60 days). Otherwise, the Ombudsman will not be able to investigate your case.
To learn more about the ASF mediator, or to complete a referral to ASF Mediation, click here.
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