Complaints
Make a complaint
A complaint is a request for the formal examination of a situation. It is handled separately from commercial support, and its path is set out in writing.
The path
01
Receipt
The complaint is recorded and an acknowledgement of receipt is sent to you.
02
Examination
The situation is investigated: operations concerned, applicable rules, elements of the programme.
03
Reasoned reply
A written reply is sent to you, stating the decision and the grounds on which it is based.
04
Means of redress
If the reply does not satisfy you, the applicable means of redress are indicated to you.
Recipient, time limits and mediation
The address for receiving complaints, the applicable processing times and the existence, if any, of a competent mediation scheme are published here on the basis of the entity’s documents. MAP names no mediator and announces no time limit that has not been established.
What a useful complaint contains
- Your identity and how to reach you.
- The programme concerned and, where applicable, the body assisting you.
- The date, amount and reason for refusal of the operation in question.
- What you are asking for, and the elements supporting your request.
Do not send an identity document or banking data through a form on this site. If documents are needed for the examination, they will be requested from you through an appropriate channel.
Before complaining
A question about the scope of a programme is often resolved with its owner, and more quickly.
Useful elements
The date and amount of the operation concerned, the programme, the reason for refusal received if there is one, and what you are asking for.