{"id":806,"date":"2026-06-08T22:05:04","date_gmt":"2026-06-08T20:05:04","guid":{"rendered":"https:\/\/syl20-conseil.org\/?page_id=806"},"modified":"2026-06-30T14:45:51","modified_gmt":"2026-06-30T12:45:51","slug":"faq-consumer-mediation","status":"publish","type":"page","link":"https:\/\/votre-litige.fr\/en\/faq-mediation-de-la-consommation\/","title":{"rendered":"FAQ \u2013 Consumer Mediation"},"content":{"rendered":"<h2 class=\"wp-block-heading\">1. What is consumer mediation?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Consumer mediation is a free-of-charge mechanism enabling a consumer and a professional to attempt to resolve a dispute amicably. It is conducted by an independent and impartial mediator registered with the Consumer Mediation Evaluation and Control Commission.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">2. When can a consumer mediator be contacted?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The consumer may refer the matter to a mediator when they have a dispute with a professional concerning the performance of a sales contract or a contract for the provision of services and have previously attempted to resolve the issue directly with the professional.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">3. What disputes can be handled?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Consumer mediation concerns in particular:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>in-store or online purchases; ;<\/li>\n\n\n\n<li>work carried out by a tradesperson ;<\/li>\n\n\n\n<li>Telephony and Internet ;<\/li>\n\n\n\n<li>energy ;<\/li>\n\n\n\n<li>transport ;<\/li>\n\n\n\n<li>Tourism ;<\/li>\n\n\n\n<li>personal services ;<\/li>\n\n\n\n<li>auto repair ;<\/li>\n\n\n\n<li>real estate brokerage ;<\/li>\n\n\n\n<li>financial services under the jurisdiction of a competent ombudsman.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">4. Is consumer mediation free?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Yes. Mediation is completely free of charge for the consumer. The operating costs of the system are covered by the professionals who are members of the mediator in question.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">5. Is it mandatory to have filed a complaint with the professional?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Yes. Before contacting the mediator, the consumer must have submitted a complaint to the professional and allowed them a reasonable time to respond.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">6. How long should one wait after making a claim?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In practice, it is generally recommended to wait for a response from the professional or for a period of about two months to elapse after the written complaint.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">7. How to find the competent mediator?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Every professional must inform their clients of the ombudsman to whom they report. This information generally appears in:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>the general terms and conditions of sale ;<\/li>\n\n\n\n<li>contracts ;<\/li>\n\n\n\n<li>the invoices ;<\/li>\n\n\n\n<li>the professional's website ;<\/li>\n\n\n\n<li>Legal notice.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">8. How to contact the mediator?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Referral is generally made:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>online via the ombudsman's website; ;<\/li>\n\n\n\n<li>by mail ;<\/li>\n\n\n\n<li>by means of a form accompanied by supporting documents.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">9. What documents need to be provided?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The consumer must transmit:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>his prior claim ;<\/li>\n\n\n\n<li>any possible responses from the professional; ;<\/li>\n\n\n\n<li>the invoices ;<\/li>\n\n\n\n<li>the quotes ;<\/li>\n\n\n\n<li>the contract ;<\/li>\n\n\n\n<li>the photographs ;<\/li>\n\n\n\n<li>any document useful for understanding the dispute.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">10. Is the professional obliged to participate?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">When he has joined a consumer mediation scheme, the professional must allow the consumer to access this scheme. He then remains free to accept or not the solution proposed by the mediator.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">11. Does the mediator take the consumer's side?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">No. The ombudsman is independent and impartial. Their role is not to defend either party, but to seek a balanced solution that complies with applicable rules.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">12. Can the mediator impose a decision?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">No. Unlike a judge, the mediator does not render a judgment. They propose a solution that the parties are free to accept or refuse.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">13. How long does consumer mediation last?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The procedure must generally be completed within 90 days of receiving a complete file, except for particularly complex cases.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">14. Are the discussions confidential?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Yes. The information exchanged during the mediation is covered by confidentiality, unless the parties agree otherwise or there is a legal obligation.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">15. Is it necessary to be assisted by a lawyer?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">No. The consumer can initiate the procedure alone. However, they remain free to be assisted or advised if they wish.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">16. What happens if the professional does not respond to the mediator?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The ombudsman continues the examination of the file with the available evidence. The lack of cooperation from the professional may be taken into account in the analysis of the dispute.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">17. What happens if the mediation fails?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The consumer retains the right to bring the matter before the competent court or to use any other dispute resolution method.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">18. Does mediation suspend limitation periods?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Referring the matter to the mediator generally suspends the limitation periods for the duration of the mediation in accordance with the provisions of the Consumer Code.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">19. What is the success rate of consumer mediation?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Depending on the sector of activity and the mediators, amicable agreements account for a significant proportion of eligible cases. Mediation often makes it possible to resolve the dispute more quickly than judicial proceedings.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">20. Why use consumer mediation?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Mediation has many advantages:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>free for the consumer; ;<\/li>\n\n\n\n<li>easy to implement; ;<\/li>\n\n\n\n<li>fast ;<\/li>\n\n\n\n<li>without obligation to have a lawyer; ;<\/li>\n\n\n\n<li>confidential ;<\/li>\n\n\n\n<li>preserve business relationships ;<\/li>\n\n\n\n<li>often avoids a long and costly trial.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Key points<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Consumer mediation is an amicable dispute resolution method specifically designed for disputes between consumers and professionals. Accessible free of charge, it allows for seeking a balanced solution with the help of an independent third party before considering legal action. In many cases, it is an effective step for resolving a dispute without court proceedings.<\/p>","protected":false},"excerpt":{"rendered":"<p>1. Qu&rsquo;est-ce que la m\u00e9diation de la consommation ? La m\u00e9diation de la consommation est un dispositif gratuit permettant \u00e0 un consommateur et \u00e0 un professionnel de tenter de r\u00e9soudre amiablement un litige. Elle est conduite par un m\u00e9diateur ind\u00e9pendant, impartial et inscrit aupr\u00e8s de la Commission d&rsquo;\u00e9valuation et de contr\u00f4le de la m\u00e9diation de &#8230; <a title=\"FAQ \u2013 Consumer Mediation\" class=\"read-more\" href=\"https:\/\/votre-litige.fr\/en\/faq-mediation-de-la-consommation\/\" aria-label=\"Read more about FAQ &#8211; M\u00e9diation de la Consommation\">Read more<\/a><\/p>","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-806","page","type-page","status-publish"],"_links":{"self":[{"href":"https:\/\/votre-litige.fr\/en\/wp-json\/wp\/v2\/pages\/806","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/votre-litige.fr\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/votre-litige.fr\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/votre-litige.fr\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/votre-litige.fr\/en\/wp-json\/wp\/v2\/comments?post=806"}],"version-history":[{"count":3,"href":"https:\/\/votre-litige.fr\/en\/wp-json\/wp\/v2\/pages\/806\/revisions"}],"predecessor-version":[{"id":2093,"href":"https:\/\/votre-litige.fr\/en\/wp-json\/wp\/v2\/pages\/806\/revisions\/2093"}],"wp:attachment":[{"href":"https:\/\/votre-litige.fr\/en\/wp-json\/wp\/v2\/media?parent=806"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}