Page 47 - Code de conduite et d'éthique

Principle 2 Guarantee an impartial treatment for all our customers The banks in Groupe BPCE welcome all types of customers, and offer them personalized solutions tailored to their specific needs. Our pricing conditions can be consulted on the bank's website at any time. All customers can file a complaint by email, telephone or post using a simple procedure, as described on the website. An independent mediator – who has a dedicated website where mediation requests can be filed directly – is available, free of charge, in the event of a persistent disagreement with the bank. The reasons for complaints are subject to systematic analysis to drive a process for the continuous improvement of our services with a view to identifying good practices and preventing malfunctions. A system for listening to and welcoming customers in situations of vulnerability owing to disability or financial difficulties, allows us to tailor our services to their specific needs and to ensure that, in all cases, we continue to listen carefully to their individual needs and provide customized solutions. The Group considers this to be one of its corporate social responsibilities. IN PRACTICE A CUSTOMER IS NOT SATISFIED WITH THE WAY HIS BANK CARD IS WORKING. HOW CAN HE MAKE THIS KNOWN? He can file a complaint by email using the dedicated website indicated for this purpose, via his web space or mobile application. The customer relations department will acknowledge receipt of this complaint and process it in coordination with the customer's branch. If the customer disagrees with the response or proposal made to him, he can refer his case to the mediator, free of charge. Code of Conduct and Ethical Standards of Groupe BPCE / 9