Faks provides a system specifically designed to handle your complaints against Faks, in accordance with the regulations governing payment services and electronic money.
Faks provides a system specifically designed to handle your complaints against Faks, in accordance with the regulations governing payment services and electronic money.
Faks acts asa payment services agent for Treezor, an electronic money institution authorized by the Autorité de Contrôle Prudentiel et de Résolution (ACPR) of the Banque de France.
A complaint is an expression of dissatisfaction regarding a service provided (payment, refund, account, personal data, or customer service quality). A simple request for standard customer support, information, advice, or a service does not constitute a complaint: for such matters, please contact our regular customer support at support@faks.co or visit our help center: https://intercom.help/faks/fr/. If you express dissatisfaction verbally, we ask that you submit it in writing so that it is subject to the statutory time limits listed below.
To submit a complaint, please fill out our dedicated form below. You can also contact us by email at reclamations@faks.co, by phone at 01.89.71.64.52 (toll-free + cost of the call), or by mail at the following address: COMMANDES PHARMA, 78 avenue des Champs-Élysées, Suite 326, 75008 Paris.
We will send you an acknowledgment of receipt within 10 business days and a response within 60 days, except in exceptional circumstances. For a complaint regarding a payment service, you will receive a response within a maximum of 15 days after we receive your written complaint, except in exceptional circumstances, in which case this period may not exceed 35 days.
Your complaint will first be handled by Faks; if it involves payment services, it may be escalated to Treezor. You can also contact Treezor directly (contact information available at treezor.com).
If you disagree with the response you received, or if you have not received a response within two months—or within 15 business days for a complaint regarding a payment service—you may contact the Ombudsman, who acts independently, free of charge, through the website https://www.mediationconso-ame.com/demande-de-mediation-ame.html, or by mail at the following address: The Consumer Ombudsman at AFEPAME c/o AFECEI, 36 rue Taitbout, 75009 Paris.
