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Consumer Mediation

If a dispute cannot be settled amicably, you can refer it free of charge to an independent, approved mediator.

Last updated: 28 mai 2026

1. Introduction

In accordance with Articles L611-1 et seq. and R612-1 et seq. of the French Consumer Code, CMay Collections is part of the consumer mediation scheme and allows any consumer with an unresolved dispute against it to refer the matter free of charge to an independent mediator.

2. Prerequisite: attempt at an amicable settlement

A referral to the mediator is admissible only if the Customer has first attempted to resolve the dispute directly with our Customer Service through a written complaint.

To file your complaint, contact us at support@cmay-collections.com or through the Contact page. We undertake to reply within 15 business days at the most.

3. Competent mediator

Appointment in progress

The consumer mediator will be appointed shortly. In the meantime, contact us at support@cmay-collections.com for any complaint. You can also use the European ODR platform (see section 6).

4. Conditions for referral

A referral to the mediator is admissible if:

  • the Customer can show that they first attempted to resolve the dispute directly with Customer Service through a written complaint;
  • the request is not manifestly unfounded or abusive;
  • the dispute has not previously been examined by another mediator or by a court;
  • the Customer submitted the request to the mediator within one year of the written complaint;
  • the dispute falls within the mediator's scope of competence.

5. Mediation procedure

Mediation is free of charge for the consumer Customer. The mediator is bound by a duty of impartiality, independence and confidentiality.

The mediator has 90 days from the date the case is notified as admissible to propose a solution. The proposed solution is not binding: each party remains free to accept or decline it.

Referring the matter to the mediator suspends the limitation periods until the end of the procedure.

6. European Online Dispute Resolution (ODR) platform

If you made a purchase online, you can also use the ODR platform set up by the European Commission, available at: https://ec.europa.eu/consumers/odr.

7. Legal action

Mediation is an amicable way of resolving disputes. It is not a mandatory step before taking legal action. You retain the right to bring the matter before the competent court at any time.