Complaints
An independent complaints channel.
Complaints are handled by compliance, never by the team managing the case. Acknowledgement within 48 hours, reasoned reply within 10 working days.
Complaints are handled by compliance, never by the team managing the case. Acknowledgement within 48 hours, reasoned reply within 10 working days.
The timetable below is contractual and restated in the debtor charter annexed to every mandate.
Reminders on the case are suspended.
After investigation with the creditor and the case documents.
Every justified complaint leads to a corrective action.
Complaints are investigated by the compliance department, independently of the collection teams handling your case. From acknowledgement onwards, reminders are suspended until the reasoned reply.
By post: LILAX · Complaints department, 5 avenue de Tivoli, 15000 Aurillac, France — quoting your case reference. Or via this site's contact form.
Once the internal channel is exhausted, ordinary legal remedies remain available. For disputes involving personal data, the CNIL has jurisdiction (cnil.fr).