File a complaintUnited States
2 min read
réclamationplaintelitigeproblèmerésolution
Summary
Procedure for reporting a serious problem or filing a formal complaint.
Complaint Procedure
If you encounter a serious problem, here's how to proceed.
When to file a complaint
Situations covered
- Problem unresolved with a service provider
- Payment dispute
- Inappropriate behavior
- Failure to meet commitments
- Any damage suffered
What is NOT a complaint
- General questions → Support
- Technical bugs → Bug report
- Suggestions → Suggestion form
How to file
Step 1: Prepare your file
- Chronological description of facts
- Evidence (messages, screenshots)
- References (transaction numbers, dates)
Step 2: Submit via the form
Help Center → "Complaint"
Step 3: Wait for our response
Timeline: 5 business days maximum
Processing your complaint
- Reception - Acknowledgment within 24 hours
- Analysis - File examination
- Investigation - Contact with parties
- Decision - Proposed resolution
- Follow-up - Implementation
Possible solutions
Depending on the situation:
- Mediation between parties
- Partial or full refund
- Service provider sanction
- Explanation and apologies
- Commercial gesture
If you are not satisfied
- Request a review
- Contact the consumer mediator
- Take legal action
Confidentiality
Your complaint is processed confidentially.
Frequently Asked Questions
Quel délai pour traiter ma réclamation ?
Accusé de réception sous 24h, réponse complète sous 5 jours ouvrés maximum.
Ma réclamation est-elle confidentielle ?
Oui, elle est traitée de manière confidentielle par notre équipe dédiée.
Puis-je être remboursé suite à une réclamation ?
C'est possible selon la nature du problème et les conclusions de l'enquête.