{"id":16406,"date":"2005-04-25T00:00:00","date_gmt":"2005-04-25T00:00:00","guid":{"rendered":"https:\/\/www.fbf.fr\/fr\/2005\/04\/25\/le-mediateur-aupres-de-la-fbf-publie-son-rapport-dactivite-pour-2004\/"},"modified":"2022-01-12T18:15:29","modified_gmt":"2022-01-12T16:15:29","slug":"le-mediateur-aupres-de-la-fbf-publie-son-rapport-dactivite-pour-2004","status":"publish","type":"post","link":"https:\/\/fbf.fr\/fr\/le-mediateur-aupres-de-la-fbf-publie-son-rapport-dactivite-pour-2004\/","title":{"rendered":"Le m\u00e9diateur aupr\u00e8s de la FBF publie son rapport d\u2019activit\u00e9 pour 2004"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>Pour la deuxi\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).<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><br><b>Source m\u00e9diateur<\/b> <br> <br>Ce rapport 2004 porte sur les diff\u00e9rends concernant les 122 banques qui ont fait appel au m\u00e9diateur aupr\u00e8s de la FBF. <br> <br>Le m\u00e9diateur constate que, deux ans apr\u00e8s la mise en place de la m\u00e9diation, les circuits de m\u00e9diation sont encore mal connus ou mal compris et de ce fait, souvent incorrectement utilis\u00e9s par les clients. Sur 914 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 38 % des cas, le recours au service des relations client\u00e8le de la banque n&rsquo;avait pas \u00e9t\u00e9 exerc\u00e9.  <br> <br>Sur les 29 dossiers recevables en m\u00e9diation, une dizaine a \u00e9t\u00e9 cl\u00f4tur\u00e9e avec accord des deux parties : 80 % des litiges ont port\u00e9 sur le fonctionnement du compte, le reste porte sur d&rsquo;autres sujets, notamment sur les moyens de paiement. <br> <br>Dans ce contexte, le m\u00e9diateur rappelle qu&rsquo;il est indispensable de 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. Le recours \u00e0 ce service, 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 2004<\/p><p class=\"postAttachment__fileSize\">59,1 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 2004&quot;}\" data-wp-on--click=\"actions.push\" data-eventcategory=\"file\" data-eventaction=\"download\" data-eventlabel=\"Rapport d&#039;activit\u00e9 M\u00e9diation 2004\" href=\"https:\/\/fbf.fr\/uploads\/2022\/01\/Rapport-activite-mediation-2004.pdf\" target=\"_blank\" rel=\"noopener noreferrer\"><span class=\"postActions__label\">T\u00e9l\u00e9charger Rapport d&#039;activit\u00e9 M\u00e9diation 2004<\/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 2004<\/p><p class=\"postAttachment__fileSize\">1\u00a0003,6 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 2004&quot;}\" data-wp-on--click=\"actions.push\" data-eventcategory=\"file\" data-eventaction=\"download\" data-eventlabel=\"Annexes - Rapport d&#039;activit\u00e9 M\u00e9diation 2004\" href=\"https:\/\/fbf.fr\/uploads\/2022\/01\/Annexes-rapport-activite-mediation-2004.pdf\" target=\"_blank\" rel=\"noopener noreferrer\"><span class=\"postActions__label\">T\u00e9l\u00e9charger Annexes &#8211; Rapport d&#039;activit\u00e9 M\u00e9diation 2004<\/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 deuxi\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).<\/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":696,"viewed_at":"1778436895"},"categories":[1720,3321,1603],"tags":[3293],"class_list":["post-16406","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 2004<\/title>\n<meta name=\"description\" content=\"Pour la deuxi\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 name=\"robots\" content=\"index, follow, max-snippet:-1, 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