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Complaints & Mediation

Complaints handling procedure, amicable remedies, and independent banking mediation.

1. Our Quality Commitment and Complaints Handling

Saratabank makes every effort to provide you with excellent banking and financial services. However, if you encounter a difficulty or disagreement regarding account management, execution of a transaction, or credit follow-up, a rigorous and free procedure is available to handle your complaint as quickly as possible, in accordance with supervisory authority recommendations.

2. Step 1: Customer and Complaints Service

For any dissatisfaction, please contact your adviser or our dedicated complaints department first:
• By email: contact@flucredit.com or direction@flucredit.com (specifying your customer ID and subject).
• By mail: Saratabank SAS – Customer Complaints Department, 45 Promenade des Anglais, 06000 Nice, France.
We commit to acknowledging receipt of your complaint within 10 business days and providing a final response within a maximum of 2 months (or 15 business days for payment service complaints).

3. Step 2: Recourse to the Independent Banking Ombudsman

If the response provided by our Complaints Department is not satisfactory, or in the absence of a response within two months, you may refer the matter free of charge to the Independent Banking Ombudsman, an impartial third party:
• FBF Ombudsman: Le Médiateur de la FBF, CS 151, 75422 Paris Cedex 09, France.
• Online: via the official ombudsman portal.
Referral to the Ombudsman suspends legal limitation periods. The Ombudsman issues a reasoned opinion within 90 days of receiving the complete file.

4. European Online Dispute Resolution (ODR) Platform

For disputes arising from online contracts or credit services, the European Commission provides an Online Dispute Resolution (ODR) platform. You can access it and submit a complaint via: https://ec.europa.eu/consumers/odr/.

5. Personal Data Inquiries and Complaints (GDPR)

If your complaint concerns personal data protection rights under GDPR, you can contact our Data Protection Officer (DPO) directly at contact@flucredit.com. If you feel your rights are not respected, you have the right to lodge a complaint with the competent Data Protection Authority (such as the CNIL at www.cnil.fr).