Consumer Mediation

This is an English translation provided for convenience. The French version available at /mediation is the legally binding version.

1. Consumer mediation: your mover's mediator

Under Articles L. 612-1 and following of the French Consumer Code, any professional who contracts with a consumer must guarantee them effective recourse to a consumer mediator, at no cost to them. Your mover, as your counterparty for the move, is bound by this obligation: it must give you the contact details of the mediator it belongs to.

Where can you find this mediator? The mover must give you the contact details of the mediator it belongs to (Article L. 616-1 of the French Consumer Code): ask for them in writing, through the messaging of your customer area. The list of consumer mediators referenced in France is published at economie.gouv.fr/mediation-conso. If the mover does not give them to you, this is a breach of a legal obligation, liable to an administrative fine: you can report it on SignalConso (signal.conso.gouv.fr), the public service of the DGCCRF.

2. Conditions for referring a dispute to the mediator

Conditions for referring a dispute to the mediator: you must first have sent a written complaint to the mover (keep proof of it), refer the matter to the mediator within one year of that complaint, and not have already taken the dispute to court. Referral costs you nothing; it is generally made online or by post, according to each mediator's own procedure.

The mediator examines the case independently and impartially, then proposes a solution within a maximum of 90 days from the date the request is declared admissible. The proposal is binding on no one: you may accept it, refuse it or go to court.

3. Why the platform does not designate its own mediator

Consumer mediation is designed for disputes arising from a sales or service contract concluded between a consumer and a professional. The service Mon Meilleur Déménageur provides to you, however, costs you nothing: you do not enter into any paid contract with the platform. The paid contract — the moving contract — binds you to the mover, which has its own consumer mediator, as the law requires.

This is why the platform does not designate a consumer mediator of its own: for any dispute relating to the moving service, the competent mediator is your mover's; for anything concerning the platform's service, the complaint procedure described below (contact@monmeilleurdemenageur.fr) is available to you, without prejudice to other remedies.

4. Complaints about the platform itself

For any complaint about how the platform works — access to your account, the progress of your quote request, messaging, electronic signature, online deposit payment, the conduct of a partner mover on the platform — write to contact@monmeilleurdemenageur.fr. We undertake to acknowledge receipt of your complaint within 48 business hours and to give you a reasoned reply within 15 days.

5. Cross-border disputes within the European Union

The European Commission's online dispute resolution (ODR) platform, formerly available at ec.europa.eu/consumers/odr, was discontinued by Regulation (EU) 2024/3228 with effect from 20 July 2025 and can no longer be used.

For a cross-border dispute within the European Union, you may seek assistance, at no cost, from the European Consumer Centre France (europe-consommateurs.eu).

Last updated: 18 October 2026.