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GuidePublished February 10, 2026 · Verified on October 6, 2026By Yasin Baytürk, publisher of comparatif24.fr

Consumer Disputes in France 2026: Expat Step-by-Step Resolution Guide

Resolving consumer disputes in France: document and resolution process

If something you bought does not work as promised, a refund was refused, or a company ignores your complaints, French law sets out clear steps for resolving the dispute. Going to court is the last of them. This guide is written for English speakers and expats living in or visiting France.

The steps run in order: a call to customer service, a formal letter (lettre recommandée), free mediation, a government report, and court action. You will also find costs, a complaint letter template, and notes on language.

For a full overview of your underlying rights, including the 14-day withdrawal period and the 2-year legal guarantee, see our guide to consumer rights in France.

Key takeaways

  • •Consumer mediation is free for you (Art. L612-1) and its outcome must come within 90 days of the notification of the referral (Art. R612-5).
  • •SignalConso is a free public service, administered by the DGCCRF, for reporting a problem with a company.
  • •Every professional must give you the contact details of its mediator (Art. L616-1).
  • •A hidden-defect action must be brought within 2 years of discovering the defect (Art. 1648 Civil Code).

Contents

1Contact customer service

Start here. Many problems are settled at this stage if you reach the right person and describe the problem clearly and calmly.

Timeframe: As soon as you discover the problem

Practical tips:

  • •Call the customer service number on your receipt, invoice, or the company website
  • •Note the date, time, agent name, and reference number for every exchange
  • •Follow up by email to create a written record, sent to the customer service email rather than a contact form
  • •Be specific: describe the problem, purchase date, what you want (repair, replacement, refund)
  • •If the first agent refuses, ask politely to speak with a supervisor

Phone script: what to say

"Hello, I am calling about order [number] for [product]. The [specific problem, for example: it stopped working after a few days / it is not what was described]. I am requesting [repair / replacement / refund]. Can you confirm a reference number for my complaint?"

2Send a formal written complaint (LRAR)

A formal letter, especially registered mail (lettre recommandée avec accusé de réception, LRAR), shows you are serious and creates a dated written record.

Timeframe: If the first contact does not resolve the problem

Practical tips:

  • •Send the LRAR via La Poste and keep the AR slip as proof of delivery
  • •Include: your details, company details, order number, problem description with dates, what you have already tried, what you want, and a deadline for the response
  • •Reference the legal basis: L217-3 (legal guarantee of conformity), L221-18 (14-day withdrawal), 1641 Civil Code (hidden defects)

3Contact a consumer mediator

Every consumer has the right to use a consumer mediator free of charge (Art. L612-1). The outcome of the mediation must come at the latest 90 days after the notification of the referral to the parties (Art. R612-5).

Timeframe: If you get no response, or an unsatisfactory one, after the formal letter

Practical tips:

  • •Every professional must give you the contact details of the mediator or mediators it falls under (Art. L616-1): look for them in the trader's documents or on its website
  • •Send your complaint with your LRAR, the AR slip, invoices, photos and exchanges
  • •Mediation is covered by a confidentiality obligation (Art. L612-3), and agreeing to mediation suspends the limitation period (Art. 2238 Civil Code)

Mediation is free for you as a consumer (Art. L612-1 of the Code de la consommation).

4Report on SignalConso

SignalConso (signal.conso.gouv.fr) is a free public service that lets consumers report problems encountered with businesses. It is administered by the DGCCRF.

Timeframe: Any time, especially if the company is unresponsive

Practical tips:

  • •Go to signal.conso.gouv.fr: an English version exists, limited to consumer issues
  • •Select the problem type, identify the company, and describe what happened
  • •Attach receipts, emails, screenshots, photos
  • •You may notify the company so that it can respond or rectify the issue

5Take legal action

If the dispute remains unresolved, you can bring the case before the competent court. The competent court and the procedure depend on your case: check them on Service-Public.gouv.fr and Justice.gouv.fr before you file.

Timeframe: Last resort, usually after mediation has failed

Practical tips:

  • •Bring your receipt or invoice, all correspondence, photos of the product or service, and any mediation opinion
  • •Legal aid (aide juridictionnelle) may be available: check the conditions on justice.gouv.fr

SignalConso: how to report a problem

signal.conso.gouv.fr, step by step

SignalConso describes itself as a free public service that lets consumers report problems encountered with businesses. It is administered by the DGCCRF (Direction générale de la concurrence, de la consommation et de la répression des fraudes). An English version exists, limited to consumer issues. You may notify the company so that it can respond or rectify the issue.

Reporting process:

1

Go to signal.conso.gouv.fr and start a report

2

Select the category matching your problem (product, service, online purchase, etc.)

3

Identify the company you are reporting

4

Describe the problem clearly, with dates and what you purchased

5

Attach receipts, emails, or photos as evidence

6

Submit your report. You may notify the company so that it can respond or rectify the issue

If you are new to France

One point matters when French is not your first language: SignalConso offers an English version, limited to consumer issues, and a French version with the full service.

This guide does not state which identity or residence documents a mediator or a court clerk asks for, or whether documents issued abroad are accepted. Confirm both with the mediator or the court clerk before you file. The sample letter below pairs English instructions with French formal phrases so that you can send it in French.

Sample complaint letter template

Below is a bilingual template (English structure and French formal phrases). Adapt it to your situation and send it by LRAR to the trader's consumer service department.

[Your name, address, phone, email] [Company name and address] Service Consommateurs Lettre recommandée avec accusé de réception Object: Réclamation, order/contract n° [...] [Place], [date] Madame, Monsieur, On [purchase date], I purchased from your company [precise description of goods or service] for the amount of [amount] €, reference number [order/invoice number, attached]. [Chronological factual description of the problem: date observed, nature of defect, evidence. Be specific and neutral.] Despite my exchange with your customer service on [date], by [phone / email / form], no satisfactory solution has been provided. In application of articles L217-3 et seq. of the Code de la consommation [legal guarantee of conformity] OR L221-18 [right of withdrawal] OR 1641 of the Code civil [hidden defects], I request [repair / replacement / full refund of ... €] within [number] days of receipt of this letter. Without a satisfactory response within this period, I will refer the matter to the consumer mediator [name and contact of the mediator], then if necessary to the competent court. Enclosed: copy of invoice, photos of defect, prior exchanges. Je vous prie d'agréer, Madame, Monsieur, l'expression de mes salutations distinguées. [Signature] [Name, surname]

Three mistakes to avoid

Not keeping a paper trail

Without registered mail receipts, dated emails, and invoices, your case is hard to document. Photograph defects, archive every exchange, and keep the packaging until the matter is resolved.

Going to court without trying an amicable solution first

A written complaint and mediation can settle many disputes at no cost to you (Art. L612-1). Keep every document in case you later need to go to court.

Letting a time limit run out

Some actions have short time limits: the hidden-defect action must be brought within 2 years of discovering the defect (Art. 1648 Civil Code). Send your formal letter and start mediation well before the deadline.

Frequently asked questions

Is consumer mediation free, and can a trader force me to use it?
Every consumer has the right to use a consumer mediator free of charge (Art. L612-1 of the Code de la consommation). Any clause or agreement obliging the consumer to use mediation before going to court is prohibited (Art. L612-4).
What must a trader tell me about mediation?
Under Art. L616-1 of the Code de la consommation, every professional must give the consumer the contact details of the mediator or mediators it falls under. A breach of the information duties in Art. L616-1 and L616-2 can lead to an administrative fine of up to €3,000 for individuals and €15,000 for legal entities (Art. L641-1).
What can I still do after the 2-year legal guarantee has expired?
The 2-year legal conformity guarantee is set by Art. L217-3 of the Code de la consommation. Once it has expired, you cannot claim under it. The hidden defects guarantee (Art. 1641 of the Civil Code) is a separate route: the action must be brought within two years of discovering the defect (Art. 1648 of the Civil Code).
Does mediation stop the clock on time limits?
Under Art. 2238 of the Civil Code, the limitation period is suspended from the day the parties agree to use mediation or conciliation after a dispute has arisen, and starts again, for at least six months, once the process is declared closed.

Official sources

Written by Yasin Baytürk, publisher of comparatif24.fr

Published February 10, 2026 · Verified on October 6, 2026

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This guide is for general information only and is not legal advice. For your own situation, consult a lawyer or a consumer association.