Essentials Complaint

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 Sumeria customer

If you have a Sumeria account and would like to make a complaint, here are the steps to follow:

  • get in touch with the Lydia Solutions complaints department;
  • our department is always ready to help and will try to find a solution as quickly as possible.

For any difficulty or complaint relating to the operation of the electronic money account and/or the payment account opened in your name in the books of Lydia Solutions, or to the use of the services made available to you, you can reach out to the complaints department via one of the following communication channels:

  • via email sent to: contact@sumeria.eu
  • by post: Lydia Solutions, Service Réclamation, 14 Avenue de l’Opéra, 75001 Paris.

Lydia Solutions undertakes to confirm it has received the complaint within ten (10) working days and to provide you with a response within two (2) months, barring exceptional cases.

In the event of a complaint relating to electronic money services, Lydia Solutions undertakes to provide you with a response within a maximum of fifteen (15) working days after receiving the complaint.

In exceptional situations, if a reply cannot be given within fifteen (15) working days for reasons beyond Lydia Solutions’ control, Lydia Solutions undertakes to send you an intermediary reply clearly stating the additional time required to answer the complaint and specifying the final date on which you will receive a definitive reply.

In any case, a final response will be sent to you no later than thirty-five (35) working days after the complaint was received.

If your bank card is lost or stolen, you can also block it.

You are not yet a Sumeria customer

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: contact@sumeria.eu;
  • by post: Lydia Solutions, Service Réclamation, 14 Avenue de l’Opéra, 75001 Paris.

You can find more information in our user manual.

You would like the mediator to intervene

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 Mediation officer:

  • 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/.