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GuideUpdated April 23, 2026

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

Resolving consumer disputes in France — document and resolution process

Bought something that did not work as promised? Refused a refund you believe you are entitled to? A company ignoring your complaints? You are not alone — consumer disputes in France are common, and the system has clear steps designed to help you get a resolution without necessarily going to court.

This guide walks you through each step: from calling customer service, to sending a formal letter, to mediation, reporting to the government, and taking legal action if necessary. We include actual timelines, cost guidance, templates, and practical advice based on how these processes work in practice.

For a full overview of your underlying rights — the 14-day withdrawal, the 2-year guarantee, and your protections against unfair practices — see our comprehensive guide to consumer rights in France.

Your Consumer Rights in France at a Glance

14-day withdrawal

Online, phone, and doorstep purchases

2-year legal guarantee

Defective products and non-conformity

Free mediation

Every trader must offer it by law

SignalConso + DGCCRF

Government enforcement of your rights

For full details on each of these rights, see our guide to consumer rights in France.

Contents

1Contact Customer Service

Start here — always. Most companies resolve issues if you reach the right person clearly and quickly.

Timeframe: Within 2 weeks of discovering the problem

Practical tips:

  • —Call the customer service number on your receipt, invoice, or the company website
  • —Note the date, time, name of the person you spoke with, and what was said
  • —Follow up by email to create a written record — send to the customer service email address, not just the contact form
  • —Be specific: describe the problem, when you bought it, what you want (repair, replacement, refund)
  • —If the first agent says no, ask to speak with a supervisor — persistence often works

Phone script — what to say

"Hello, I am calling about order [number] for [product]. The [specific problem — e.g., it stopped working after 3 days / it is not what was described]. I am requesting [repair / replacement / refund]. Can you confirm this reference number for my complaint?"

2Send a Formal Written Complaint

A formal letter — especially by registered mail — signals you are serious and creates legal weight.

Timeframe: If no satisfactory response within 2 weeks

Practical tips:

  • —Use registered mail with acknowledgement of receipt (lettre recommandée avec accusé de réception) — this proves the company received your letter
  • —Include: your details, company details, order number, description of problem, what you have already done, what you want, deadline for response (15 days is standard)
  • —Reference the Consumer Code articles that support your claim — sellers often take formal letters more seriously than phone calls
  • —Keep the acknowledgement receipt and a copy of your letter
  • —Template and more details in the FAQ section below

3Contact a Consumer Mediator

Every trader in France is required by law to offer free mediation for consumer disputes. Use this if the seller is not cooperating.

Timeframe: If no response or unsatisfactory response after formal letter

Practical tips:

  • —Find your mediator on the European Commission's mediation portal (ec.europa.eu/consumers/odr) or ask the company directly: they must provide their mediator's contact details
  • —Common mediators: CM2C (Centre de la Médiation de la Consommation — cm2c.net) and CMAP (Centre de Médiation et d'Arbitrage de Paris)
  • —Submit your complaint to the mediator — you describe the dispute and provide your documents (letter, photos, receipts)
  • —The mediator contacts the trader. Both parties usually have 30 days to respond
  • —Mediation must conclude within 90 days by law. Most cases resolve in 30-45 days

Mediation is free for you as a consumer. The trader pays the mediator's regulated fees.

4Report on SignalConso

SignalConso is France's official government platform for consumer complaints. It notifies the company and feeds into DGCCRF enforcement.

Timeframe: Any time — especially if company is unresponsive or for serious breaches

Practical tips:

  • —Go to signal.conso.gouv.fr — the process takes about 5 minutes
  • —Create an account or report as a guest. Select the type of problem, identify the company, describe what happened
  • —Attach photos or documents if you have them — receipts, emails, screenshots
  • —You can report anonymously. However, providing your contact details allows DGCCRF to follow up if needed
  • —The company is notified and has 60 days to respond directly to you
  • —If a company accumulates many reports, DGCCRF may investigate and sanction them

SignalConso reports do not guarantee individual resolution but contribute to market-wide enforcement. The DGCCRF used SignalConso data in over 15,000 investigations in recent years.

5Take Legal Action

France has accessible courts for small consumer disputes. You do not always need a lawyer for smaller claims.

Timeframe: Last resort — usually for disputes above €100 or if other steps have failed

Practical tips:

  • —For disputes under €10,000: go to the juridiction de proximité (now part of tribunal d'instance) — filing fee is around €15-35, process is designed to be simple, no lawyer required for most cases
  • —For disputes above €10,000: tribunal judiciaire — consider consulting a lawyer, court fees are higher
  • —Bring: your receipt/invoice, all written correspondence, photos of the product or service, any mediation documents
  • —Legal aid (aide juridictionnelle) is available if your income is below the threshold — check on service-public.fr
  • —Consumer associations like UFC-Que Choisir can sometimes take legal action on your behalf or provide support

Court fees for small claims (under €10,000) are low — €15 to €35 to file. Lawyer fees vary but are not mandatory for small claims courts.

SignalConso: How to Report a Problem to DGCCRF

signal.conso.gouv.fr — Step by Step

SignalConso is France's official consumer complaint platform, operated by the DGCCRF (Direction générale de la consommation, de la concurrence et de la répression des fraudes). Your report is forwarded to the company, which has 60 days to respond directly to you.

Reporting process:

1

Go to signal.conso.gouv.fr and click "Signaler"

2

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

3

Identify the company — search by name, website, or SIRET number if you have it

4

Describe the problem clearly with dates and what you purchased

5

Attach receipts, emails, or photos as evidence if available

6

Submit — you will receive a confirmation and reference number

7

The company is notified and has 60 days to respond to you directly

What happens:

  • • Company is notified and has 60 days to respond
  • • DGCCRF reviews reports for enforcement patterns
  • • Serious breaches can result in fines and sanctions
  • • Your report helps protect other consumers

Important to know:

  • • You can report anonymously
  • • Your identity is not shared with the company unless you choose
  • • SignalConso does not guarantee individual resolution
  • • DGCCRF prioritizes systemic issues over individual cases

Frequently Asked Questions

How long does consumer mediation take in France?
Consumer mediation in France must conclude within 90 days by law (Code de la consommation L.222-15). Most cases resolve faster — often 30 to 45 days. The mediator contacts both parties, reviews documents, and proposes a solution. You are not obligated to accept the mediator's proposal.
Is consumer mediation free in France?
Yes — mediation is free for the consumer. The trader pays the mediator's fees, which are regulated. This is required by EU law and French Consumer Code. You only pay if you voluntarily choose a mediator outside the approved list, which is rare and unnecessary.
Can I report a company anonymously on SignalConso?
Yes. SignalConso allows anonymous reports. However, if you want DGCCRF to potentially follow up or investigate, providing your contact details helps. The company being reported is notified of the complaint and has 60 days to respond directly to you.
What happens after I report on SignalConso?
After you submit a report on signal.conso.gouv.fr: (1) The company receives your complaint and has 60 days to respond and resolve it with you directly. (2) DGCCRF reviews aggregate reports and may launch an investigation if patterns of bad practice emerge. (3) If serious breaches are confirmed, DGCCRF can fine companies or pursue criminal action. Your report contributes to protecting other consumers.
How do I write a formal consumer complaint letter in France?
A formal complaint letter should include: your full name and contact details, the company name and address, your customer reference or order number, a clear description of the problem with dates, what you have already done to resolve it, what solution you are requesting (repair, replacement, refund), and a deadline for response (15 days is standard). Send by registered letter with acknowledgement of receipt (lettre recommandée avec accusé de réception) for proof. Keep a copy.
What is the legal aid threshold in France for consumer disputes?
Legal aid (aide juridictionnelle) in France is means-tested. For 2026, singles earning under approximately €22,000 per year may qualify for full legal aid; partial aid extends to around €33,000. Assets are also considered. Consumer courts (juridiction de proximité) for disputes under €10,000 have low filing fees (around €15 to €35) and do not require a lawyer, making legal action accessible even without aid.
Can I keep disputing if I bought something more than 2 years ago?
The 2-year legal conformity guarantee runs from the purchase date — after 2 years, you cannot claim under this guarantee. However, the hidden defects guarantee (garantie des vices cachés) allows up to 2 years from discovering the defect to make a claim, regardless of purchase date. Also, some commercial warranties extend beyond 2 years. For very old purchases, a formal letter to the company's customer service is still worth trying.
Should I contact the seller or manufacturer for a defective product?
Always contact the seller (the retailer) first — they are legally responsible under the Consumer Code, not the manufacturer. The seller must offer repair, replacement, or refund for defective goods within the 2-year guarantee period. Going directly to the manufacturer is usually less effective since they are not bound by the same legal obligations toward you as the retailer is.

Official Sources and Further Reading

Written by the comparatif24.fr team

Last updated: April 23, 2026

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This guide is for informational purposes only and does not constitute legal advice. For complex situations, consult a lawyer or an approved consumer association such as UFC-Que Choisir.