Submitting a complaint
Willis Towers Watson France is committed to providing you with the best possible service. Our clients may submit any complaint relating to services provided by WTW to their usual contact.
For further information, please refer to this document(opens in a new tab).
If you are not satisfied with the response provided, you may send your complaint:
By post
Willis Towers Watson France
Complaints Handling Department
Tour Hekla
52 avenue du Général de Gaulle
92800 Puteaux
France
By contact form
Alternatively, you may complete our contact form: https://forms.office.com/r/gsjSLEqnyz(opens in a new tab).
How your complaint is handled
WTW handles complaints with the complainant as part of an amicable resolution process within the following time limits:
- ten working days from the date on which the complaint is submitted to acknowledge receipt, unless a full response is provided to the client within that period;
- two months between the date on which the complaint is submitted and the date on which the final response is sent to the client.
Mediation
If the disagreement persists, or if you have not received a response from us within two months, you may refer the matter to the competent mediator, namely the mediator responsible for the insurer providing your contract.
If you are unsure which mediator is competent, our teams will be able to direct you to the appropriate service.
La Médiation de l’Assurance (for participating insurers)*
- By post: La Médiation de l’Assurance, TSA 50110, 75441 Paris cedex 09, France
- Online: http://www.mediation-assurance.org/Saisir+le+mediateur(opens in a new tab)
*Participating insurers: ALLIANZ, ARIAL, CNP ASSURANCES, AXA, CARDIF, CNP ASSURANCES PROTECTION SOCIALE, GENERALI, GROUPAMA GAN VIE, MMA, MUTEX, MUTUELLE GÉNÉRALE DE LA DISTRIBUTION, PREDICA, QUATREM, SMA VIE BTP, SOGECAP, SWISS LIFE, and others. Click here(opens in a new tab) to view the full list.
Social Protection Mediator (FIPS)
- Online: https://www.fips-paritaire.fr/mediateur-de-la-protection-sociale-fips/(opens in a new tab)
- By post: Médiateur de la Protection Sociale (FIPS), 10 rue Cambacérès, 75008 Paris, France.
*Participating insurers: A.P.G.I.S., A2VIP, AG2R, AGRICA, APICIL PRÉVOYANCE, ANIPS, AUDIENS, CIPREV, CARCEPT, IPECA, KLESIA, MALAKOFF HUMANIS PRÉVOYANCE, UNI PRÉVOYANCE, ARPEGE PRÉVOYANCE. Click here(opens in a new tab) to view the full list.
Mutualité Française Mediator (for participating mutual insurance organisations)*
- By post: Monsieur le Médiateur de la Mutualité Française, FNMF, 255 rue de Vaugirard, 75719 Paris cedex 15, France
- Online: http://www.mediateur-mutualite.fr/(opens in a new tab)
*Participating mutual insurance organisations: APICIL MUTUELLE, TERRITORIA MUTUELLE, MUTUELLE UNEO, AESIO MUTUELLE, MUTUELLE MIP L’ENTREPRISE SANTE (MIP), INTERIALE MUTUELLE, MUTUELLE VIASANTE, MUTUELLE FAMILIALE, LAMIE MUTUELLE, UNION NATIONALE MUTUALISTE INTERPROFESSIONNELLE (UNMI), and others. Click here(opens in a new tab) to view the full list.
MED CONSO DEV – Médiation Consommation Développement Mediator
- By post: Centre d’affaires Stéphanois, Immeuble l’Horizon, Esplanade de France, 3 rue J. Constant Milleret, 42000 Saint-Étienne, France
- Online: MEDIATION CONSOMMATION DEVELOPPEMENT - Règlement des litiges de la consommation(opens in a new tab)
*Participating insurers: MUTUELLE GENERALE EDUCATION NATIONALE, HARMONIE MUTUELLE, MUTUELLE DES CHAMBRES DE COMMERCE ET D’INDUSTRIE, SMATIS FRANCE, MGEN SOLUTIONS.
Alternatively, you may contact any other competent mediator, a list of whom can be found by clicking here(opens in a new tab).
Time limits and admissibility
The mediator may be contacted as soon as WTW France provides its first response or, in the absence of a response, after 60 days from the date the complaint was submitted.
The time limit for processing the case is 3 months from receipt of the complete file.
*A list of participating insurers, provident institutions and mutual insurance organisations is available on each of the websites referred to above.
For further information, and pursuant to Article L.612-2 of the French Consumer Code, the mediator’s services are free of charge. However, a referral to the mediator will not be admissible in any of the following circumstances:
- you cannot demonstrate that you first attempted to resolve the dispute directly with WTW by submitting a written complaint in accordance with the procedure specified, where applicable, in the contract;
- your first written complaint to WTW was submitted more than one year ago;
- you have initiated legal proceedings;
- your dispute is currently being reviewed by another mediator;
- your request is manifestly unfounded or abusive;
- your dispute falls outside the mediator’s area of competence.