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    Complaints

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    You have a problem?

    Send us your complaint by completing the form below. We will get back to you as soon as possible!

    In accordance with articles R. 520-1 and R. 520-2 of the Insurance Code, (specific to brokers) Art. 313-8, 318-10, 322-71-1, 325-12-1 and 325-47 AMF General Regulation and ACPR Recommendation 2016-R-02 of November 14, 2016, Cooper Gay, Insurance and Reinsurance intermediary (ORIAS registration number 07 002 766), has put in place a procedure for reasonable and quick processing of complaints received from existing or potential customers.

    A complaint is a statement of a client’s dissatisfaction with a professional; a request for service or delivery, a request for information, clarification or a request for an opinion is not a complaint.

    Any complaint can be addressed to the company by completing this form. In this context and in case of a complaint, Cooper Gay will acknowledge receipt of the complaint within 10 working days and undertakes to process it within 60 days unless special circumstances for extension are communicated to the client.

    When the complaint exclusively involves an insurer or reinsurer, Cooper Gay addresses it to the involved company(s) which will handle the entire complaint process according to their internal complaint management procedure(s).

    In the event of a complaint exclusively related to Cooper Gay as a broker or agent, the company will implement its internal procedure.

    MEDIATION

    In accordance with our General Conditions of Use, the parties agree, and expressly undertake, to resolve their dispute amicably and in case of failure of discussions, to use mediation, prior to any legal proceeding and to penalty of inadmissibility.

    If you are a professional, mediation will be conducted under the aegis and according to the rules of procedure of the CMAP (Center of Mediation and Arbitration of Paris – CCI of PARIS), seized at the request of the most diligent party.

    If you are an individual and the dispute persists after direct discussions, pursuant to Article L 156-1 and Book VI of the Consumer Code, the mediator below is competent, prior to any legal action and under penalty inadmissibility of the application, to intervene on any dispute that could not be settled in the context of a prior complaint directly handled by Cooper Gay.

    MEDIATION OF INSURANCE

    TSA 50110

    75441 Paris Cedex 09

    www.mediation-assurance.org

    Website: https://acpr.banque-france.fr

    Tel: + (33) 01 42 9242 92

    Address :
    1 street of La Vrillière,
    75001 Paris

    The Ombudsman will give an opinion within 3 months upon receipt of the complete file. His opinion is not binding and will leave the insured free to appeal to the competent court.

    Address of ACPR – Autorité de Contrôle Prudentiel et de Résolution / Prudential Control and Resolution Authority

    4 Budapest Square
    CS 92459
    75436 PARIS Cedex 09

    The activities of Cooper Gay are regulated by the French Insurance Code (Code des Assurances), the Laws and Decrees and Orders related thereto, under the control of the Prudential Control and Resolution Authority (ACPR).