Customer relations
Welcome to your customer relations area, complaints and mediation
Banque Delubac & Cie is committed to providing you with the best quality of service at all times. However, you may encounter difficulties in the operation of your account or in the use of the services made available to you.
The Customer Relations Department of Banque Delubac & Cie is at your disposal for free and is committed to providing you with an answer as quickly as possible. You are our priority and we do everything we can every day to meet your expectations.
-
The Customer Relations Department
In order to fully understand your request, we invite you to describe the object or the facts at the origin of your dissatisfaction. We invite you to favour the use of the online form.
By email to the following address
via the contact form on this website, by clicking here
By phone
At your service from Monday to Friday, 9:00 a.m./6:00 p.m.
By calling on 04 75 29 49 88 (non-surcharged line and recorded call). To remind you, your account manager remains your privileged interlocutor whatever the request is.
By mail to the following address
Banque Delubac & Cie – Service Relation Clientèle
16 Place Saléon-Terras – 07160 LE CHEYLARD
Banque Delubac & Cie undertakes to respond to you within the following timeframes. If your request:
- concerns a payment service, the bank acknowledges receipt within 10 working days. The response time to your complaint is 15 working days following receipt of the complaint. If within this period, a response cannot be provided due to exceptional circumstances, the period is extended to 35 working days,
- does not concern a payment service, the bank acknowledges receipt within 10 working days. You will receive an answer within 2 months.
Learn more:
-
FBF Mediation (French Banking Federation)
If the dispute could not be resolved by the bank and if it falls within their jurisdiction, you may contact the Mediator appointed by Banque Delubac & Cie free of charge under the following conditions:
Send your request via the website:
https://lemediateur.fbf.fr/(by completing the mediation request form)
By mail to the following address:
Le médiateur de la FBF – CS 151
75422 PARIS Cedex 09
We invite you to favour the use of the online form.
Learn more:
By clicking here, you can consult the Mediation Charter for Individuals
By clicking here, you can consult the Mediation Charter for Professionals
-
AMF Mediation (Investment Services)
In the context of investment services, if the dispute falls within their jurisdiction, you have the option of contacting the AMF (Autorité des Marchés Financiers) Mediator free of charge:
Send your request via the website:
https://www.amf-france.org/fr/le-mediateur (by completing the mediation request form)
By mail to the following address:
Autorité des Marchés Financiers – Le médiateur
17, place de la Bourse – 75082 PARIS Cedex 02
We invite you to favour the use of the online form.
Learn more:
