Complaints

1. CONTEXT

In accordance with Regulation 2020/1503 of October 7, 2020, Lendosphere has implemented this procedure relating to complaints, in compliance with Article 7 of the said Regulation, and in accordance with Delegated Regulation (EU) 2022/2117.

2. DESCRIPTION OF THE PROCEDURE

Filling a complaint

A complaint can be submitted by any means, including through the standard complaint form available in PDF format below. A complaint can be submitted:

  • By email: reclamation-lendosphere@lendosphere.com
  • By post: 94 rue de la Victoire, 75009 Paris

 

Acknowledgment of receipt and admissibility

Lendosphere acknowledges receipt of every complaint and informs the complainant of the admissibility of their complaint within 10 business days of its receipt. When a complaint does not meet the admissibility conditions, Lendosphere provides the complainant with a clear explanation of the reasons why their complaint was deemed inadmissible.

The acknowledgment of receipt contains the following elements:

  • The identity and contact details of the department to which the complainant can address any inquiries related to their complaint, specifically:

Lendosphere Complaint Service

94 rue de la Victoire, 75009 Paris, France

reclamation-lendosphere@lendosphere.com

01 82 83 97 52

  • The time frame within which a decision regarding the complaint will be communicated, which is 30 days.

 

Review of complaints

Upon receiving an admissible complaint, Lendosphere promptly evaluates whether the complaint is clear and complete, particularly whether it contains all relevant information and evidence. If the complaint is unclear or incomplete, Lendosphere will quickly request additional information or evidence necessary for its proper processing. Lendosphere strives to gather and review all relevant information and evidence regarding a complaint. Complainants are duly informed of the additional steps taken to process their complaint, and their reasonable requests for information are answered without undue delay.

 

Decisions

Lendosphere reviews all complaints in a timely and fair manner and communicates the results of the review to the complainant within a reasonable timeframe. In its decision on the complaint, Lendosphere addresses all the points raised in the complaint and provides the reasons for the outcome of its review.

Complaints with similar circumstances lead to consistent decisions unless Lendosphere provides an objective justification for any deviation from a previous decision.

When the decision does not fully satisfy the complainant’s request or only partially satisfies it, the decision is thoroughly explained and includes information on the available appeal options.

A response to the complaint, including the contact details of the department to be contacted within Lendosphere (identity, contact details, email address, and phone number), will be provided within a maximum of thirty (30) business days from its receipt, except in cases of duly justified special circumstances. In the event that, due to exceptional circumstances, Lendosphere is unable to provide a response within this timeframe, Lendosphere will contact the complainant to inform them of the reason for the delay and indicate when Lendosphere will be able to provide a response. This procedure applies to all complaints received and ensures fairness throughout the process.

 

Communication with complainants

Lendosphere will communicate the outcome of the complaint in writing and electronically, or by post at the complainant’s request, to the address provided by the complainant. Lendosphere will keep a copy of this response in the Complaint file on its server. The complaint procedure is also accessible through Lendosphere's general terms and conditions of use.

 

Mediation

Here are the contact details of the AMF Mediator.

3. STANDARD COMPLAINT TEMPLATE

We provide you with a standard complaint form, which you can download here and complete to submit a complaint to Lendosphere. Please do not hesitate to contact us if you have any questions about this procedure.