July 2025: A New Era in Complaint Handling
Effective July 1, 2025, new rules established by the French Financial Markets Authority (AMF) will govern the handling of complaints in the financial sector. The goal is clear: to provide a fairer and more transparent process for consumers, while encouraging organizations to review their practices.
Let’s be honest: new compliance requirements aren’t always welcome news. For the teams involved, this means analyzing, optimizing processes, drafting new content… and, of course, managing change. In other words, a lot of work!
Turn these legal requirements and working hours into an opportunity for optimization! We can help you with:
Optimize Your Workflows: We analyze and map out your current complaint-handling process to identify pain points and opportunities for improvement, and prioritize key actions.
Clarify your content: documents that are simple, accessible, and compliant with Article 11 of the regulation.
In short, we help you comply with the new rules… while making life easier for your teams and your customers.
Ready to get a clear picture of your processes?
Optimize Your Workflows
To improve the experience for your customers and employees while ensuring that your complaint process complies with regulations, it is essential to thoroughly analyze your current process. This exercise allows us to identify any gaps in relation to the new regulatory requirements.
We offer a diagnostic assessment—a detailed analysis of your current complaints process—that includes:
Key steps in your process: What are your current steps, and who is involved? What documents or tools are associated with the process? What channels are used (email, phone, online, etc.)?
Pain Points: What obstacles slow down the handling of complaints or lead to dissatisfaction? In what areas will you need to change your practices—or would it be in your best interest to do so—to reduce legal, reputational, or other risks?
Practical Recommendations: How can you make the process more seamless and focused on the needs of your customers and employees? Using a data-driven and co-creation approach, we develop customized processes that align your operational goals with those of your users.
This assessment provides you with a clear overview of your strengths and areas for improvement to enhance user satisfaction while meeting new regulatory requirements.
Example of an excerpt from a diagnostic assessment including two Storyset illustrations
Clarify Your Content
Article 11 of the regulation requires that documents related to the handling of complaints be written in plain language.
Article 11 of the Regulations on the Handling of Complaints and the Resolution of Disputes in the Financial Sector:
A financial institution, financial intermediary, or credit rating agency must draft any disclosure document regarding the handling of complaints and the resolution of disputes in a clear, legible, accurate, and non-misleading manner, so as to highlight the essential elements necessary for making an informed decision and so as not to cause confusion or mislead.
Similarly, the financial institution, financial intermediary, or credit rating agency must ensure that its staff members use clear and simple language in all interactions with the complainant.
We can help you:
Create or improve a clear and accessible policy that is free of jargon.
Write acknowledgments of receipt that build trust with your customers.
Produce clear and well-organized written opinions.
Clarify the various options for final responses so that they are transparent and satisfactory.
Train your teams in the principles of clear and effective communication.
Clear communication reduces misunderstandings, builds trust, and enhances your organization’s reputation. It also helps free up your teams’ time: a client who clearly understands your communications asks fewer questions.
Sample letter using plain language to file a complaint
Why " En Clair"?
We have 8 years of experience in the financial sector. We work with several insurers, brokers, and others. We understand your circumstances, your challenges, and your expectations.
Our clients—most of whom are large companies that often have a dedicated complaints department—appreciate our approach:
Personalized, high-quality service
Experts in clear and effective communication
Practical solutions that combine our UX expertise with our knowledge of legal requirements
Friendly consultants—because working hard doesn't mean you can't be pleasant!
When do we start?
The best time to take action is now. By taking the initiative today, you’re not just complying—you’re gaining a competitive advantage. Investing in processes centered on your customers and employees will help you stand out in an industry where trust is paramount. Furthermore, clear and accessible content strengthens that trust by making information easier to understand, reducing misunderstandings, and enhancing your organization’s image.
