Customer complaints

The customers’ satisfaction is one of our central concerns. If we have failed to achieve our goal, we would to hear your questions or reasons for dissatisfaction. You can make a complaint by 3 remedies:

• Responding to all our clients’ complaints
• Learning from our clients’ experiences to improve our services
• Making every effort to increase client satisfaction

The Customer Relations Department is at your disposal to respond to any requests for information and complaints. Please do not hesitate to contact our team on: +33 (0) 1 41 10 19 30

If you have not been satisfied with the Customer Relations Department’s response, you may submit a request by e-mail to: rlc@icare-service.com or by postal mail at :

ICARE – RLC
CS25803
72058 LE MANS CEDEX 2
FRANCE

We are committed to acknowledging receipt of your complaint within 10 working days. We will provide a response as soon as possible and within two months of receipt at the latest.

Pour résilier votre contrat de garantie ou d’entretien souscrit chez Icare, faites nous parvenir votre demande de résiliation.

In the event of disagreement on the response given by the Consumer Relations Department, and if all internal channels of appeal have been exhausted, you or your rights holders may request the opinion of an independent Mediator, without prejudice to the ability to initiate legal proceedings.*

Depending on the type of contract in question, you can submit your complaint to the Mediator by post at one of the following addresses:

For  insurance warranties marketed by Icare Assurance :

La Médiation de l’Assurance
TSA 50110 75441
Paris Cedex 09

For  services provided by Icare SA, including maintenance contracts :

M. le Médiateur de la SAS Médiation Solution

222, Chemin de la Bergerie
01800 SAINT JEAN DE NIOST
Tel. +33(0)4 82 52 53 93 06