I am not satisfied and would like to make a complaint
Nickel does everything in its power to satisfy you and provide you with the best quality of service. Despite our best efforts, you may not be completely satisfied.
To inform us of your dissatisfaction:
First recourse: contact our Complaints Department
You have several options:
- Via our contact form: select "Declare an event", then "I wish to make a declaration".
- By post: indicating your last name, first name, Nickel ID, and a description of your claim as precise as possible, in French. Send your letter to the following address: Financière des Paiements Électroniques - Service Réclamation - TSA 50501- 44099 Nantes Cedex 1.
- By telephone: you can contact our Customer Service teams on 01 76 49 00 00 from Monday to Friday, 8:30am to 7:00pm and Saturday, 9:00am to 6:00pm. If you are not satisfied with our response, you can notify us of your dissatisfaction by post or via our contact form.
You will receive confirmation that your claim has been processed within 48 hours, and a response to your claim within 15 days (except in exceptional circumstances, when a response will be provided within 2 months at the latest).
As a second recourse: contact the ASF Mediator
After contacting our Complaints Department, you have up to 2 months to contact the Mediation officer of the Association Française des Sociétés Financières ("ASF") free of charge and in writing by submitting your case to him:
- By post, to the following address: Monsieur le Médiateur de l'ASF 75854 PARIS CEDEX 17
- Directly online: https://lemediateur.asf-france.com/Accueil+Saisine
To find out more about the principles of mediation, visit the dedicated website: https://lemediateur.asf-france.com/
The Mediation officer is the last resort before taking legal action.
Your complaint will not be examined by the Mediation officer:
- If you have not previously sent a request to Nickel's Complaints Department
- If your complaint has already been examined or is in the process of being examined by another Mediation officer or before a court of law
- If your complaint is sent to the Mediation officer more than 2 months after receipt of your written complaint to Nickel
- If your complaint is manifestly unfounded or abusive.