Complaint

What is a complaint?

A complaint is an expression of dissatisfaction with a professional, regardless of the person or department to whom it is made.

You are a customer of Lydia Solutions (Lydia or Sumeria products)

If you wish to submit a complaint regarding the operation of the electronic money account and/or payment account opened in your name with Lydia Solutions, or concerning the use of the services provided to you, you can contact the complaints handling service through one of the following channels:

• By email: Subject: Complaint

• contact@sumeria.eu for Sumeria products
• hello@lydia.me for Lydia products

• by post at the following address:

• Lydia Solutions, Complaints Service, TSA 6030975036 Paris Cedex 1

Always attentive to your needs, our service strives to find a solution as quickly as possible.

Lydia Solutions is committed to acknowledging receipt of the complaint within ten (10) business days and providing a response within two (2) months, except in exceptional cases.

In the case of a complaint regarding electronic money services, Lydia Solutions is committed to providing a response within a maximum of fifteen (15) business days following receipt of the complaint.

In exceptional situations, if a response cannot be provided within the fifteen (15) business days due to reasons beyond Lydia Solutions’ control, Lydia Solutions is committed to sending you an interim response clearly explaining the additional time required to address the complaint and specifying the final date by which you will receive a definitive response.

In any case, a definitive response will be provided to you no later than thirty-five (35) business days after receipt of the complaint.

You are not a customer of Lydia Solutions (Lydia or Sumeria products)

If you do not have an account with us, but you have general questions about our products and services, you can reach out:

• by email: hello@lydia.me
• by post: Lydia Solutions, TSA 60309, 75036 Paris Cedex, France.

For more information, check our user manual.

You wish to involve the mediator

You can get in touch with the AFEPAME Mediator for free, provided that:

• you disagree with the response given by the Lydia Solutions advisor and the Lydia Solutions complaints department;
• you have not received a response to your complaint within two (2) months, or within thirty-five (35) working days for a complaint relating to one of our online services.

You can contact the AFEPAME Mediator:

• by email: contact@mediateur-consommation-afepame.fr
• by post: Médiateur de la Consommation de l’AFEPAME: c/o WEBHELP – Zac de Gray – Impasse Clément Ader 70100 Gray.

The website of the AFEPAME Mediator can be accessed via the following link https://mediateur-consommation-afepame.fr/. Any dispute arising from an online sales or service contract may also be submitted electronically via the Online Dispute Resolution (ODR) platform on this website: https://webgate.ec.europa.eu/odr/.