Complaint Handling Procedure

Only complaints made by you against Automata France or its affiliated companies (Automata AI, Automata ICO Ltd, and Vancelian Ltd), their products or services, are covered, excluding requests for information, advice, clarification, services, or assistance.

Any client wishing to submit a complaint is invited to send an email: reclamations@vancelian.com.

To ensure the complaint has been received, we recommend that the Client request an acknowledgment of receipt.

Processing time :
Automata France undertakes to send an acknowledgment of receipt to the Client within ten business days if the complaint cannot be processed sooner. The complaint will be handled within two months from the date of receipt.

In other countries :
For services provided in other European Union countries, Switzerland, and the United Kingdom, Automata France informs you that you may contact the independent mediator of the competent national authority. The list is maintained by the European Commission: FIN-NET members.

Complaint procedures are confidential, free of charge, adversarial, and non-binding. Each party may terminate the procedure at any time and retains the right to take the matter to court.
 

However, before contacting the mediator, the Client must first contact the person responsible for complaints within Automata France.