France complaints handling

The French law and regulations does not define a “complainant”.

The EIOPA definitions should be applied.

Definition of a complaint

A statement of dissatisfaction from a customer to a professional organisation. A request for a service, information, clarification or an opinion is not a complaint.

Definition of a complainant (EIOPA definition)

A person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.


A prompt acknowledgement of the complaint, in writing, within 10 (ten) business days of the complaint being made.

A final response to be provided within 2 (two) months of receipt of the complaint.

External Dispute Resolution

Insurance Ombudsman

TSA 50110

75441 Paris Cedex 09


Useful documents