{"id":11579,"date":"2006-04-25T00:00:00","date_gmt":"2006-04-25T00:00:00","guid":{"rendered":"https:\/\/www.fbf.fr\/fr\/2006\/04\/25\/le-mediateur-aupres-de-la-fbf-publie-son-rapport-dactivite-pour-2005\/"},"modified":"2022-01-11T18:37:08","modified_gmt":"2022-01-11T16:37:08","slug":"le-mediateur-aupres-de-la-fbf-publie-son-rapport-dactivite-pour-2005","status":"publish","type":"post","link":"https:\/\/fbf.fr\/fr\/le-mediateur-aupres-de-la-fbf-publie-son-rapport-dactivite-pour-2005\/","title":{"rendered":"Le m\u00e9diateur aupr\u00e8s de la FBF publie son rapport d\u2019activit\u00e9 pour 2005"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>Pour la troisi\u00e8me ann\u00e9e cons\u00e9cutive, Beno\u00eet Jolivet, m\u00e9diateur aupr\u00e8s de la F\u00e9d\u00e9ration Bancaire Fran\u00e7aise (FBF), a remis son compte rendu d\u2019activit\u00e9 au Gouverneur de la Banque de France qui pr\u00e9side le Comit\u00e9 de la m\u00e9diation bancaire et au pr\u00e9sident du Comit\u00e9 consultatif du secteur financier (CCSF). Il porte sur les 125 banques adh\u00e9rentes \u00e0 ce service.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><br><b>Source m\u00e9diateur<\/b> <br><br>Trois ans apr\u00e8s la mise en place de la m\u00e9diation, le m\u00e9diateur constate que les circuits de m\u00e9diation sont encore mal connus ou mal compris et de ce fait, souvent incorrectement utilis\u00e9s par les clients. Sur 862 courriers re\u00e7us, plus de la moiti\u00e9 a \u00e9t\u00e9 \u00e9cart\u00e9e soit comme \u00e9tant de la comp\u00e9tence d&rsquo;un autre m\u00e9diateur, soit pour incomp\u00e9tence du m\u00e9diateur aupr\u00e8s de la FBF. Dans un tiers des cas, le recours au service des relations client\u00e8le de la banque n&rsquo;avait pas \u00e9t\u00e9 exerc\u00e9 pr\u00e9alablement.  <br><br>Le passage par la m\u00e9diation aupr\u00e8s de la FBF a permis d&rsquo;apporter une solution satisfaisante \u00e0 151 courriers re\u00e7us. A ce titre, 26 m\u00e9diations (contre 29 en 2004) ont \u00e9t\u00e9 effectu\u00e9es. <br> <br>Comme les ann\u00e9es pr\u00e9c\u00e9dentes, le plus grand nombre des litiges a port\u00e9 sur le fonctionnement du compte, la tarification et les moyens de paiement. 42% des dossiers re\u00e7us portaient sur des litiges de plus de 500 euros et 28% ne comportaient aucun aspect financier.  <br> <br>Dans ce contexte, le m\u00e9diateur rappelle \u00e0 nouveau qu&rsquo;une \u00a0\u00bb information r\u00e9guli\u00e8re et d\u00e9taill\u00e9e \u00a0\u00bb est indispensable pour mieux faire conna\u00eetre le fonctionnement de la m\u00e9diation qui doit \u00eatre consid\u00e9r\u00e9e comme un \u00e9l\u00e9ment important de la relation banque\/client. Il estime qu&rsquo;il serait utile d&rsquo;\u00e9tendre son champ de comp\u00e9tence, notamment au fonctionnement des cr\u00e9dits.  <br> <br>Le m\u00e9diateur souligne que \u00a0\u00bb les engagements pris par les banques fran\u00e7aises en novembre 2004 dans le cadre du Comit\u00e9 consultatif du secteur financier (CCSF) repr\u00e9sentent un progr\u00e8s significatif et constitue pour les m\u00e9diateurs un cadre am\u00e9lior\u00e9 et renouvel\u00e9 pour l&rsquo;accomplissement de leur mission \u00ab\u00a0. Il veille \u00e0 ce que ces engagements soient respect\u00e9s dans le cadre des m\u00e9diations.  <br> <br>Rappelons que le recours au service de la m\u00e9diation, gratuit pour le client, intervient apr\u00e8s \u00e9puisement des deux premiers niveaux de dialogue entre le client et sa banque (agence puis service relations client\u00e8le). <br><\/p>\n\n\n<div class=\"postAttachment\"><div class=\"postAttachment__wrapper\"><div class=\"postAttachment__info\"><p class=\"postAttachment__name\">Rapport d&#039;activit\u00e9 M\u00e9diation 2005<\/p><p class=\"postAttachment__fileSize\">204,5 Ko<\/p><\/div><a class=\"postActions__action postActions__action--big clickEvent postAttachement_link\" data-wp-interactive=\"fbf\/tracking\" data-wp-context=\"{&quot;category&quot;:&quot;file&quot;,&quot;action&quot;:&quot;download&quot;,&quot;label&quot;:&quot;Rapport d\\u0027activit\u00e9 M\u00e9diation 2005&quot;}\" data-wp-on--click=\"actions.push\" data-eventcategory=\"file\" data-eventaction=\"download\" data-eventlabel=\"Rapport d&#039;activit\u00e9 M\u00e9diation 2005\" href=\"https:\/\/fbf.fr\/uploads\/2022\/01\/Rapport-activite-mediation-2005.pdf\" target=\"_blank\" rel=\"noopener noreferrer\"><span class=\"postActions__label\">T\u00e9l\u00e9charger Rapport d&#039;activit\u00e9 M\u00e9diation 2005<\/span><svg role=\"presentation\" class=\"postActions__icon\" width=\"14\"><use href=\"#download\" xlink:href=\"#download\"\/><\/svg><\/a><\/div><\/div>\n\n<div class=\"postAttachment\"><div class=\"postAttachment__wrapper\"><div class=\"postAttachment__info\"><p class=\"postAttachment__name\">Annexes &#8211; Rapport d&#039;activit\u00e9 M\u00e9diation 2005<\/p><p class=\"postAttachment__fileSize\">344,8 Ko<\/p><\/div><a class=\"postActions__action postActions__action--big clickEvent postAttachement_link\" data-wp-interactive=\"fbf\/tracking\" data-wp-context=\"{&quot;category&quot;:&quot;file&quot;,&quot;action&quot;:&quot;download&quot;,&quot;label&quot;:&quot;Annexes - Rapport d\\u0027activit\u00e9 M\u00e9diation 2005&quot;}\" data-wp-on--click=\"actions.push\" data-eventcategory=\"file\" data-eventaction=\"download\" data-eventlabel=\"Annexes - Rapport d&#039;activit\u00e9 M\u00e9diation 2005\" href=\"https:\/\/fbf.fr\/uploads\/2022\/01\/Annexes-rapport-activite-mediation-2005.pdf\" target=\"_blank\" rel=\"noopener noreferrer\"><span class=\"postActions__label\">T\u00e9l\u00e9charger Annexes &#8211; Rapport d&#039;activit\u00e9 M\u00e9diation 2005<\/span><svg role=\"presentation\" class=\"postActions__icon\" width=\"14\"><use href=\"#download\" xlink:href=\"#download\"\/><\/svg><\/a><\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>Pour la troisi\u00e8me ann\u00e9e cons\u00e9cutive, Beno\u00eet Jolivet, m\u00e9diateur aupr\u00e8s de la F\u00e9d\u00e9ration Bancaire Fran\u00e7aise (FBF), a remis son compte rendu d\u2019activit\u00e9 au Gouverneur de la Banque de France qui pr\u00e9side le Comit\u00e9 de la m\u00e9diation bancaire et au pr\u00e9sident du Comit\u00e9 consultatif du secteur financier (CCSF). Il porte sur les 125 banques adh\u00e9rentes \u00e0 ce service.<\/p>\n","protected":false},"author":36,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","views":664,"viewed_at":"1778465618"},"categories":[1720,3321,1603],"tags":[3293],"class_list":["post-11579","post","type-post","status-publish","format-standard","hentry","category-mediation-mots-cles","category-mots-cles","category-la-banque-des-particuliers","tag-mediation"],"yoast_head":"<title>Le m\u00e9diateur aupr\u00e8s de la FBF publie son rapport d\u2019activit\u00e9 pour 2005<\/title>\n<meta name=\"description\" content=\"Pour la troisi\u00e8me ann\u00e9e cons\u00e9cutive, Beno\u00eet Jolivet, m\u00e9diateur aupr\u00e8s de la FBF, a remis son compte rendu d\u2019activit\u00e9 au Gouverneur de la Banque de France qui pr\u00e9side le Comit\u00e9 de la m\u00e9diation bancaire et au pr\u00e9sident du CCSF.\" \/>\n<meta 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