Picto thématique

Rule n° 52 - The mode of filing and the procedure for handling complaints are indicated.

A complaint is always possible. To reassure your customers, plan a procedure that makes it easier to file a complaint and give them clear and precise information on the subject.

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  • Allow users to understand or anticipate any problems they may encounter on the website or during a transaction.


Indicate, in the terms and conditions, for example, the procedure for making and processing complaints.


On at least one of the following pages: terms and conditions, the home page, the legal notices page, the about page, the product page or the help page:

  • Check that there is information relating to the procedure for making and processing complaints.

The nature of the procedure in question is not assessed here: it is only checked.

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