{"id":307,"date":"2016-06-22T15:37:01","date_gmt":"2016-06-22T13:37:01","guid":{"rendered":"https:\/\/www.mediateurfevad.fr\/?page_id=307"},"modified":"2026-04-29T11:40:24","modified_gmt":"2026-04-29T09:40:24","slug":"la-mediation","status":"publish","type":"page","link":"https:\/\/www.mediateurfevad.fr\/index.php\/la-mediation\/","title":{"rendered":"La M\u00e9diation"},"content":{"rendered":"<div id='full_slider_1'  class='avia-fullwidth-slider main_color avia-shadow   avia-builder-el-0  el_before_av_section  avia-builder-el-first   container_wrap sidebar_right'  ><div   data-size='featured'  data-lightbox_size='large'  data-animation='slide'  data-conditional_play=''  data-ids='792'  data-video_counter='0'  data-autoplay='false'  data-bg_slider='false'  data-slide_height=''  data-handle='av_slideshow_full'  data-interval='5'  data-class=' '  data-el_id=''  data-css_id=''  data-scroll_down=''  data-control_layout='av-control-default'  data-custom_markup=''  data-perma_caption=''  data-autoplay_stopper=''  data-image_attachment=''  data-min_height='0px'  data-lazy_loading='disabled'  data-src=''  data-position='top left'  data-repeat='no-repeat'  data-attach='scroll'  data-stretch=''  data-default-height='28.666666666667'  class='avia-slideshow avia-slideshow-1  av-control-default av-default-height-applied avia-slideshow-featured av_slideshow_full   avia-slide-slider '  itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><ul class='avia-slideshow-inner ' style='padding-bottom: 28.666666666667%;' ><li  class=' av-single-slide slide-1 ' ><div data-rel='slideshow-1' class='avia-slide-wrap '   ><div class = \"caption_fullwidth av-slideshow-caption caption_left caption_left_framed caption_framed\"><div class = \"container caption_container\"><div class = \"slideshow_caption\"><div class = \"slideshow_inner_caption\"><div class = \"slideshow_align_caption\"><h2  class='avia-caption-title  '  itemprop=\"name\" >La M\u00e9diation<\/h2><\/div><\/div><\/div><\/div><\/div><img decoding=\"async\" class=\"wp-image-792 avia-img-lazy-loading-not-792\"  src=\"https:\/\/www.mediateurfevad.fr\/wp-content\/uploads\/2016\/06\/Fotolia_83238846_L-1500x430.jpg\" width=\"1500\" height=\"430\" title='lchelndes paar in einem beratungsgesprch' alt=''  itemprop=\"thumbnailUrl\"   \/><\/div><\/li><\/ul><\/div><\/div>\n\n<style type=\"text\/css\" id=\"style-css-av-nagnf-2f005bd5397ca0662a5ed4ce6cfff519\">\n.avia-section.av-nagnf-2f005bd5397ca0662a5ed4ce6cfff519{\nbackground-color:#ffffff;\n}\n<\/style>\n<div id='av_section_1'  class='avia-section av-nagnf-2f005bd5397ca0662a5ed4ce6cfff519 alternate_color avia-section-default avia-no-border-styling  avia-builder-el-1  el_after_av_slideshow_full  el_before_av_section  avia-bg-style-scroll  av-minimum-height av-minimum-height-custom  container_wrap sidebar_right'  ><div class='container av-section-cont-open' style='height:10px'><div class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-307'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" id=\"style-css-av-fnoob-248d2ec1a65337b7516ecd6de42684e6\">\n#top .flex_column.av-fnoob-248d2ec1a65337b7516ecd6de42684e6{\nborder-radius:0px;\n-webkit-border-radius:0px;\n-moz-border-radius:0px;\npadding:0px;\n}\n<\/style>\n<div class='flex_column av-fnoob-248d2ec1a65337b7516ecd6de42684e6 av_one_full  avia-builder-el-2  avia-builder-el-no-sibling  first flex_column_div av-zero-column-padding '   ><section class=\"av_textblock_section \"  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock  av_inherit_color '  style='color:#000000; '  itemprop=\"text\" ><h1 style=\"text-align: center; text-transform: uppercase;\">La m\u00e9diation de la consommation s\u2019adapte pour<br \/>\nl\u2019inclusion num\u00e9rique<\/h1>\n<h3>Soucieuse de proposer la meilleure exp\u00e9rience possible \u00e0 tous nos internautes, nous facilitons la navigation du site pour les personnes en situation de handicap.<\/h3>\n<p><a data-faciliti-popin=\"FACIL'iti : Adaptez l\u2019affichage\" aria-label=\"FACIL'iti : Adaptez l\u2019affichage\"><button style=\"margin: 0; padding: 0; border: 0; background: unset; font-size: 100%; font: inherit; vertical-align: baseline;\" type=\"button\" data-faciliti-popin=\"\" aria-label=\"FACIL'iti : Adaptez l\u2019affichage\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/www.mediateurfevad.fr\/wp-content\/uploads\/2024\/02\/cta-faciliti.png\" alt=\"G\u00e9rer les options d\u2019affichage\" width=\"377\" height=\"104\" \/><\/button><\/a><\/p>\n<\/div><\/section><\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div><div id='av_section_2'  class='avia-section av-5675ib-6b77ba28cbe4d5ae10d4633c61fea214 main_color avia-section-default avia-no-shadow  avia-builder-el-4  el_after_av_section  el_before_av_codeblock  avia-bg-style-scroll  container_wrap sidebar_right'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-307'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" id=\"style-css-av-50f7eb-66930588cecc65dd7b6f2a4e371b96cf\">\n#top .flex_column.av-50f7eb-66930588cecc65dd7b6f2a4e371b96cf{\nborder-radius:0px;\n-webkit-border-radius:0px;\n-moz-border-radius:0px;\npadding:0px 0px 10px 0px;\n}\n<\/style>\n<div class='flex_column av-50f7eb-66930588cecc65dd7b6f2a4e371b96cf av_one_full  avia-builder-el-5  el_before_av_codeblock  avia-builder-el-first  first flex_column_div '   ><p>\n<style type=\"text\/css\" id=\"style-css-av-4v0af7-a994c125b401d3031c35cabf1b0c8714\">\n.av-special-heading.av-4v0af7-a994c125b401d3031c35cabf1b0c8714{\npadding-bottom:10px;\ncolor:#ff6c00;\n}\n.av-special-heading.av-4v0af7-a994c125b401d3031c35cabf1b0c8714 .special-heading-inner-border{\nborder-color:#ff6c00;\n}\n<\/style>\n<div  class='av-special-heading av-4v0af7-a994c125b401d3031c35cabf1b0c8714 av-special-heading-h3 custom-color-heading  avia-builder-el-6  el_before_av_textblock  avia-builder-el-first  '><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >QUI SOMMES-NOUS ? <\/h3><div class='special-heading-border'><div class='special-heading-inner-border'><\/div><\/div><\/div><br \/>\n<section class=\"av_textblock_section \"  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock  '   itemprop=\"text\" ><p>La m\u00e9diation de la consommation FEVAD est un service de r\u00e8glement amiable des litiges de consommation destin\u00e9 aux consommateurs. Toute personne qui n\u2019a pu r\u00e9soudre un probl\u00e8me avec une entreprise de vente aux particuliers membre de la FEVAD a la possibilit\u00e9 maintenant l\u00e9galement de saisir le service du M\u00e9diateur de la consommation FEVAD dans les conditions pr\u00e9vues par la Charte de la M\u00e9diation de la consommation FEVAD en vue de rechercher une solution amiable au litige.<\/p>\n<p>Le service de m\u00e9diation est plac\u00e9 sous l\u2019autorit\u00e9 du M\u00e9diateur de la consommation FEVAD et r\u00e9pond aux conditions fix\u00e9es par <a href=\"https:\/\/www.legifrance.gouv.fr\/codes\/article_lc\/LEGIARTI000032224813\">l\u2019article L.\u00a0612-1 du Code de la consommation<\/a> et suivants relatifs au r\u00e8glement extrajudiciaire des litiges de consommation.<\/p>\n<p>Pour acc\u00e9der \u00e0 l\u2019annuaire des adh\u00e9rents de la FEVAD concern\u00e9s par le service du M\u00e9diateur, cliquer\u00a0<a href=\"http:\/\/www.fevad.com\/la-fevad\/annuaire-des-membres\">ici.<\/a><\/p>\n<p>Ce dispositif de m\u00e9diation participe \u00e0 renforcer la confiance dans la vente \u00e0 distance, et le commerce \u00e9lectronique en particulier. Il est librement\u00a0accessible aux consommateurs selon les modalit\u00e9s d\u00e9crites dans \u00ab\u00a0<a href=\"https:\/\/www.mediateurfevad.fr\/index.php\/espace-consommateur\/\">l&rsquo;espace\u00a0consommateur<\/a>\u00a0\u00bb ainsi que dans la\u00a0<a href=\"https:\/\/www.mediateurfevad.fr\/wp-content\/uploads\/2023\/04\/Charte-Me\u0301diation-2022V9.pdf\" target=\"_blank\" rel=\"noopener\">Charte de la m\u00e9diation de la consommation FEVAD <\/a>.<\/p>\n<p>Depuis juillet 2016, le service est agr\u00e9\u00e9 du m\u00e9diateur de la consommation FEVAD\u00a0 par les pouvoirs publics fran\u00e7ais et commission europ\u00e9ens. Il est inscrit sur la <a href=\"http:\/\/www.economie.gouv.fr\/mediation-conso\/saisir-mediateur\">liste officielle des m\u00e9diateurs fran\u00e7ais<\/a> qui respectent les dispositions l\u00e9gales en vigueur en mati\u00e8re de m\u00e9diation de la consommation. Cette reconnaissance fran\u00e7aise s\u2019est accompagn\u00e9e d\u2019une reconnaissance officielle europ\u00e9enne. La Commission europ\u00e9enne a, en effet,\u00a0<a href=\"https:\/\/webgate.ec.europa.eu\/odr\/main\/?event=main.adr.show\">r\u00e9f\u00e9renc\u00e9 le dispositif du M\u00e9diateur de la consommation FEVAD , aux c\u00f4t\u00e9s des autres m\u00e9diateurs europ\u00e9ens agr\u00e9\u00e9s<\/a>.<\/p>\n<p>Enfin, le service de m\u00e9diation de la consommation FEVAD\u00a0 participe \u00e0 un r\u00e9seau europ\u00e9en de r\u00e8glement amiable des litiges via <a href=\"http:\/\/www.ecommercetrustmark.eu\/\">la marque de confiance de l&rsquo;association europ\u00e9enne E-Commerce Europe qui r\u00e9unit 18 Etats membres<\/a>.<\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" id=\"style-css-av-4lon37-fa4b9d0f7195eab92bc0a521306a6067\">\n.hr.av-4lon37-fa4b9d0f7195eab92bc0a521306a6067{\nheight:25px;\n}\n<\/style>\n<div  class='hr av-4lon37-fa4b9d0f7195eab92bc0a521306a6067 hr-invisible  avia-builder-el-8  el_after_av_textblock  avia-builder-el-last  '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><\/p><\/div>\n\n<style type=\"text\/css\" id=\"style-css-av-4a09ln-128adcf5f7731ffd9be073a2b073823a\">\n#top .flex_column.av-4a09ln-128adcf5f7731ffd9be073a2b073823a{\nborder-radius:0px;\n-webkit-border-radius:0px;\n-moz-border-radius:0px;\npadding:0px;\n}\n<\/style>\n<div class='flex_column av-4a09ln-128adcf5f7731ffd9be073a2b073823a av_one_full  avia-builder-el-10  el_after_av_codeblock  el_before_av_one_fourth  first flex_column_div av-zero-column-padding '   ><style type=\"text\/css\" id=\"style-css-av-41axib-3f920a9b20c047bd4a7ed4304f685eec\">\n.av-special-heading.av-41axib-3f920a9b20c047bd4a7ed4304f685eec{\npadding-bottom:0px;\ncolor:#ff6c00;\n}\n.av-special-heading.av-41axib-3f920a9b20c047bd4a7ed4304f685eec .special-heading-inner-border{\nborder-color:#ff6c00;\n}\n<\/style>\n<div  class='av-special-heading av-41axib-3f920a9b20c047bd4a7ed4304f685eec av-special-heading-h3 custom-color-heading  avia-builder-el-11  avia-builder-el-no-sibling  '><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >LE MEDIATEUR DE LA CONSOMMATION FEVAD<\/h3><div class='special-heading-border'><div class='special-heading-inner-border'><\/div><\/div><\/div><\/div>\n<style type=\"text\/css\" id=\"style-css-av-3v4pib-fd233c34bbcb4b79ef8d506929e04f2b\">\n#top .flex_column.av-3v4pib-fd233c34bbcb4b79ef8d506929e04f2b{\nborder-radius:0px;\n-webkit-border-radius:0px;\n-moz-border-radius:0px;\npadding:0px;\n}\n<\/style>\n<div class='flex_column_table av-3v4pib-fd233c34bbcb4b79ef8d506929e04f2b sc-av_one_fourth av-equal-height-column-flextable'><div class='flex_column av-3v4pib-fd233c34bbcb4b79ef8d506929e04f2b av_one_fourth  avia-builder-el-12  el_after_av_one_full  el_before_av_three_fourth  first flex_column_table_cell av-equal-height-column av-align-top av-zero-column-padding column-top-margin'   ><p>\n<style type=\"text\/css\" id=\"style-css-av-3rbljv-67311fcef4885d9212790ade45ebbb56\">\n.hr.av-3rbljv-67311fcef4885d9212790ade45ebbb56{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-3rbljv-67311fcef4885d9212790ade45ebbb56 hr-invisible  avia-builder-el-13  el_before_av_image  avia-builder-el-first  '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n\n<style type=\"text\/css\" id=\"style-css-av-3kmxyz-b32c151d720274a671c4480af670cd65\">\n.avia-image-container.av-3kmxyz-b32c151d720274a671c4480af670cd65 .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-3kmxyz-b32c151d720274a671c4480af670cd65 av-styling- av-hover-grow avia-align-left  avia-builder-el-14  el_after_av_hr  avia-builder-el-last  '  itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" class='wp-image-1472 avia-img-lazy-loading-not-1472 avia_image' src=\"https:\/\/www.mediateurfevad.fr\/wp-content\/uploads\/2023\/02\/Jacques-Cosnefroy.jpg\" alt='' title='Jacques Cosnefroy'  height=\"264\" width=\"194\"  itemprop=\"thumbnailUrl\"  \/><\/div><\/div><\/div><\/p><\/div>\n<style type=\"text\/css\" id=\"style-css-av-3cq3cb-020a8ce49a12f5a75ac4cd10f158be17\">\n#top .flex_column.av-3cq3cb-020a8ce49a12f5a75ac4cd10f158be17{\nborder-radius:0px;\n-webkit-border-radius:0px;\n-moz-border-radius:0px;\npadding:0px;\n}\n<\/style>\n<div class='av-flex-placeholder'><\/div><div class='flex_column av-3cq3cb-020a8ce49a12f5a75ac4cd10f158be17 av_three_fourth  avia-builder-el-15  el_after_av_one_fourth  el_before_av_codeblock  flex_column_table_cell av-equal-height-column av-align-top av-zero-column-padding column-top-margin'   ><p>\n<style type=\"text\/css\" id=\"style-css-av-39brsj-1e56be59f72565b3f7ed358a4d354d3f\">\n.hr.av-39brsj-1e56be59f72565b3f7ed358a4d354d3f{\nheight:1px;\n}\n<\/style>\n<div  class='hr av-39brsj-1e56be59f72565b3f7ed358a4d354d3f hr-invisible  avia-builder-el-16  el_before_av_heading  avia-builder-el-first  '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n\n<style type=\"text\/css\" id=\"style-css-av-aylhf-137ba36a7ca53ee493e0e40bd792d06e\">\n.av-special-heading.av-aylhf-137ba36a7ca53ee493e0e40bd792d06e{\npadding-bottom:0px;\n}\n<\/style>\n<div  class='av-special-heading av-aylhf-137ba36a7ca53ee493e0e40bd792d06e av-special-heading-h3 blockquote modern-quote  avia-builder-el-17  el_after_av_hr  el_before_av_textblock  '><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >Jacques COSNEFROY &#8211; M\u00e9diateur de la consommation FEVAD <\/h3><div class='special-heading-border'><div class='special-heading-inner-border'><\/div><\/div><\/div><br \/>\n<section class=\"av_textblock_section \"  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock  '   itemprop=\"text\" ><p>Jacques Cosnefroy est le Mediateur de la consommation FEVAD.<\/p>\n<p>Il d\u00e9bute sa carri\u00e8re en 1974\u00a0\u00a0\u00a0\u00a0 comme Charg\u00e9 de mission (Audit) aupr\u00e8s du Pr\u00e9sident d\u2019une soci\u00e9t\u00e9 Franco-Italo-Am\u00e9ricaine \u00ab\u00a0le Livre du Monde SA\u00a0\u00bb. Passionn\u00e9 par ce secteur, il exercera une grande partie de sa carri\u00e8re professionnelle dans ce domaine de l\u2019\u00c9dition et occupera successivement diverses fonctions de direction au sein des Groupes Bordas, France Loisirs et Hachette Livre. Il rejoindra ensuite la F\u00e9d\u00e9ration de la Vente\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 \u00a0Directe en qualit\u00e9 de D\u00e9l\u00e9gu\u00e9 G\u00e9n\u00e9ral.<\/p>\n<p>Jacques Cosnefroy occupe \u00e9galement diff\u00e9rentes positions \u00e9lectives :<\/p>\n<ul>\n<li>Membre suppl\u00e9ant au CNC<\/li>\n<li>Membre des Comptes Commerciaux de la Nation<\/li>\n<li>Vice-Pr\u00e9sident du Centre Stephenson Formation (CFA)<\/li>\n<li>Vice-Pr\u00e9sident de l\u2019Association Europ\u00e9enne de Vente Directe (Bruxelles)<\/li>\n<li>Membre du Comit\u00e9 \u00c9thique mondial de la Vente Directe (Washington)<\/li>\n<li>Membre fondateur de la Chaire \u00ab\u00a0Droit de la Consommation\u00a0\u00bb \u00e0 Cergy-Pontoise<\/li>\n<\/ul>\n<p>Son parcours professionnel en entreprise et ses engagements associatifs t\u00e9moignent de ses comp\u00e9tences et lui assurent une autorit\u00e9 sur les sujets relatifs \u00e0 la consommation et la vente \u00e0 distance.<\/p>\n<\/div><\/section><\/p><\/div><\/div><!--close column table wrapper. Autoclose: 1 -->\n\n<style type=\"text\/css\" id=\"style-css-av-2pj5gz-951c2b11089abac32ccacebb95275842\">\n.av_promobox.av-2pj5gz-951c2b11089abac32ccacebb95275842{\ncolor:#ffffff;\nbackground:#ff6c00;\n}\n<\/style>\n<div  id=\"rapport\"  class='av_promobox av-2pj5gz-951c2b11089abac32ccacebb95275842 avia-button-yes  avia-builder-el-20  el_after_av_codeblock  avia-builder-el-last  rapport rapport '><div class='avia-promocontent'><p style=\"text-align: center;\"><a href=\"https:\/\/www.calameo.com\/read\/007135145a4c057e39026\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-1533 size-full\" title=\"Rapport_du_m\u00e9diateur_2025\" src=\"https:\/\/www.mediateurfevad.fr\/wp-content\/uploads\/2023\/06\/Rapport-sitev3.png\" alt=\"\" width=\"180\" height=\"180\" srcset=\"https:\/\/www.mediateurfevad.fr\/wp-content\/uploads\/2023\/06\/Rapport-sitev3.png 180w, https:\/\/www.mediateurfevad.fr\/wp-content\/uploads\/2023\/06\/Rapport-sitev3-80x80.png 80w, https:\/\/www.mediateurfevad.fr\/wp-content\/uploads\/2023\/06\/Rapport-sitev3-36x36.png 36w\" sizes=\"auto, (max-width: 180px) 100vw, 180px\" \/><\/a><\/p>\n<p style=\"text-align: center; color: white; font-weight: 600;\">Rapport d&rsquo;activit\u00e9 du M\u00e9diateur de la consommation FEVAD 2024<\/p>\n<p style=\"text-align: left;\">Chaque ann\u00e9e, le M\u00e9diateur de la consommation FEVAD publie un rapport qui retrace l\u2019activit\u00e9 du service de m\u00e9diation et dans lequel il formule ses recommandations aux professionnels du secteur. Dans un souci de transparence, ce rapport d\u2019activit\u00e9 est rendu public et peut \u00eatre librement consult\u00e9 sur ce site.<br \/>\n<!--more--><\/p>\n<\/div><div  id=\"rapport\"  class='avia-button-wrap avia-button-right  rapport' >\n<style type=\"text\/css\" id=\"style-css-av-2pj5gz-0fa81fba23d77134d1536830e2d5325a\">\n#top .avia-button.av-2pj5gz-0fa81fba23d77134d1536830e2d5325a{\nbackground-color:#03a4e1;\nborder-color:#03a4e1;\ncolor:#ffffff;\nborder-style:none;\ntransition:all 0.4s ease-in-out;\n-webkit-transition:all 0.4s ease-in-out;\n-moz-transition:all 0.4s ease-in-out;\n-ms-transition:all 0.4s ease-in-out;\n-o-transition:all 0.4s ease-in-out;\n}\n<\/style>\n<a href='https:\/\/www.calameo.com\/read\/007135145a4c057e39026' class='avia-button av-2pj5gz-0fa81fba23d77134d1536830e2d5325a avia-icon_select-yes-left-icon avia-size-small avia-position-right ' target=\"_blank\" rel=\"noopener noreferrer\"><span class='avia_button_icon avia_button_icon_left' aria-hidden='true' data-av_icon='\ue885' data-av_iconfont='entypo-fontello'><\/span><span class='avia_iconbox_title' > Consulter le rapport<\/span><\/a><\/div><\/div>\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div><div id='after_section_2'  class='main_color av_default_container_wrap container_wrap sidebar_right'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-307'><div class='entry-content-wrapper clearfix'>\n\n\n<style type=\"text\/css\" id=\"style-css-av-2cvvt7-36ce80f3d2af7fa1f14b908faf0be55c\">\n.av-special-heading.av-2cvvt7-36ce80f3d2af7fa1f14b908faf0be55c{\npadding-bottom:10px;\ncolor:#ff6c00;\n}\n.av-special-heading.av-2cvvt7-36ce80f3d2af7fa1f14b908faf0be55c .special-heading-inner-border{\nborder-color:#ff6c00;\n}\n<\/style>\n<div  class='av-special-heading av-2cvvt7-36ce80f3d2af7fa1f14b908faf0be55c av-special-heading-h3 custom-color-heading  avia-builder-el-22  el_after_av_codeblock  el_before_av_textblock  '><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >LA CHARTE DE LA MEDIATION FEVAD<\/h3><div class='special-heading-border'><div class='special-heading-inner-border'><\/div><\/div><\/div>\n<section class=\"av_textblock_section \"  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock  '   itemprop=\"text\" ><p>La m\u00e9diation de la consommation FEVAD est r\u00e9gie par les dispositions pr\u00e9vues par la Charte de la consommation FEVAD . La charte pr\u00e9cise le champ d&rsquo;application de la m\u00e9diation, les conditions requises, la proc\u00e9dure ainsi que les obligations des parties. La Charte est susceptible d&rsquo;\u00e9voluer dans le temps. Elle est consultable \u00e0 tout moment sur le site du service du M\u00e9diateur de la consommation FEVAD.<\/p>\n<\/div><\/section>\n\n<style type=\"text\/css\" id=\"style-css-av-20oe1v-8ac7f7d76e8dd60b43e8d4d62c039538\">\n.av_promobox.av-20oe1v-8ac7f7d76e8dd60b43e8d4d62c039538{\ncolor:#ff6c00;\nborder-color:#ff6c00;\n}\n<\/style>\n<div  class='av_promobox av-20oe1v-8ac7f7d76e8dd60b43e8d4d62c039538 avia-button-yes  avia-builder-el-24  el_after_av_textblock  el_before_av_codeblock  '><div class='avia-promocontent'><\/p>\n<p style=\"text-align: center;\">La m\u00e9diation de la consommation FEVAD est r\u00e9gie par les dispositions pr\u00e9vues par la Charte de la M\u00e9diation de la consommation FEVAD . Toute demande de m\u00e9diation aupr\u00e8s du m\u00e9diateur de la consommation FEVAD\u00a0 suppose l&rsquo;acceptation des conditions pr\u00e9vues par la Charte<\/p>\n<p>\n<\/div><div  class='avia-button-wrap avia-button-right ' >\n<style type=\"text\/css\" id=\"style-css-av-20oe1v-55681fc99716e825042736d3075f37b3\">\n#top .avia-button.av-20oe1v-55681fc99716e825042736d3075f37b3{\nbackground-color:#03a4e1;\nborder-color:#03a4e1;\ncolor:#ffffff;\nborder-style:none;\ntransition:all 0.4s ease-in-out;\n-webkit-transition:all 0.4s ease-in-out;\n-moz-transition:all 0.4s ease-in-out;\n-ms-transition:all 0.4s ease-in-out;\n-o-transition:all 0.4s ease-in-out;\n}\n<\/style>\n<a href='https:\/\/www.calameo.com\/read\/007135145ced66b38811f' class='avia-button av-20oe1v-55681fc99716e825042736d3075f37b3 avia-icon_select-yes-left-icon avia-size-small avia-position-right ' target=\"_blank\" rel=\"noopener noreferrer\"><span class='avia_button_icon avia_button_icon_left' aria-hidden='true' data-av_icon='\ue817' data-av_iconfont='entypo-fontello'><\/span><span class='avia_iconbox_title' >consulter la charte<\/span><\/a><\/div><\/div>\n\n\n<style type=\"text\/css\" id=\"style-css-av-1rm34z-ad8348917b590df7bb209308af327111\">\n.av-special-heading.av-1rm34z-ad8348917b590df7bb209308af327111{\npadding-bottom:10px;\ncolor:#ff6c00;\n}\n.av-special-heading.av-1rm34z-ad8348917b590df7bb209308af327111 .special-heading-inner-border{\nborder-color:#ff6c00;\n}\n<\/style>\n<div  class='av-special-heading av-1rm34z-ad8348917b590df7bb209308af327111 av-special-heading-h3 custom-color-heading  avia-builder-el-26  el_after_av_codeblock  el_before_av_textblock  '><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >LA REGLEMENTATION EN MATIERE DE MEDIATION<\/h3><div class='special-heading-border'><div class='special-heading-inner-border'><\/div><\/div><\/div>\n<section class=\"av_textblock_section \"  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock  av_inherit_color '   itemprop=\"text\" ><p>La m\u00e9diation en mati\u00e8re de consommation fait l\u2018objet d\u2019une r\u00e9glementation particuli\u00e8re \u00e0 la fois sur le plan national et europ\u00e9en<\/p>\n<p><strong>La r\u00e9glementation\u00a0fran\u00e7aise<\/strong><\/p>\n<p>En France, la m\u00e9diation de la consommation est principalement encadr\u00e9e par le code de la consommation, plus pr\u00e9cis\u00e9ment ses articles L.611-1 \u00e0 L.616-3 et R.612-1 \u00e0 R.616-2.<\/p>\n<p>En particulier les articles R.612-2 du code de la consommation \u00e0 R.612-5 pr\u00e9cisent les modalit\u00e9s de d\u00e9roulement de la m\u00e9diation. Ces articles sont les suivants\u00a0:<\/p>\n<ul>\n<li><a href=\"https:\/\/www.legifrance.gouv.fr\/codes\/article_lc\/LEGIARTI000039345967#:~:text=Les%20comptes%20annuels%20sont%20soumis,laquelle%20ils%20doivent%20%C3%AAtre%20approuv%C3%A9s.\" target=\"_blank\" rel=\"noopener\"><strong><u>Article R612-2<\/u><\/strong><\/a><\/li>\n<\/ul>\n<p>D\u00e8s r\u00e9ception des documents sur lesquels est fond\u00e9e la demande du consommateur, le m\u00e9diateur de la consommation notifie aux parties par voie \u00e9lectronique ou par courrier simple sa saisine. Cette notification rappelle aux parties qu&rsquo;elles peuvent \u00e0 tout moment se retirer du processus.<\/p>\n<ul>\n<li><a href=\"https:\/\/www.legifrance.gouv.fr\/codes\/article_lc\/LEGIARTI000032808332?etatTexte=VIGUEUR&#038;etatTexte=VIGUEUR_DIFF\"><strong>Article R612-3<\/strong><\/a><\/li>\n<\/ul>\n<p>Le m\u00e9diateur communique, \u00e0 la demande de l&rsquo;une des parties, tout ou partie des pi\u00e8ces du dossier.<\/p>\n<p>Le m\u00e9diateur peut recevoir les parties ensemble ou s\u00e9par\u00e9ment. A d\u00e9faut d&rsquo;accord amiable entre elles, il leur propose une solution pour r\u00e9gler le litige.<\/p>\n<ul>\n<li><a href=\"https:\/\/www.legifrance.gouv.fr\/codes\/article_lc\/LEGIARTI000032808334?etatTexte=VIGUEUR&#038;etatTexte=VIGUEUR_DIFF\"><strong>Article R612-4<\/strong><\/a><\/li>\n<\/ul>\n<p>Le m\u00e9diateur, en faisant conna\u00eetre aux parties la solution qu&rsquo;il propose, leur rappelle, par courrier simple ou par voie \u00e9lectronique :<\/p>\n<p>1\u00b0 Qu&rsquo;elles sont libres d&rsquo;accepter ou de refuser sa proposition de solution ;<\/p>\n<p>2\u00b0 Que la participation \u00e0 la m\u00e9diation n&rsquo;exclut pas la possibilit\u00e9 d&rsquo;un recours devant une juridiction ;<\/p>\n<p>3\u00b0 Que la solution peut \u00eatre diff\u00e9rente de la d\u00e9cision qui serait rendue par un juge.<\/p>\n<p>Le m\u00e9diateur pr\u00e9cise \u00e9galement quels sont les effets juridiques de l&rsquo;acceptation de la proposition de solution et fixe un d\u00e9lai d&rsquo;acceptation ou de refus de celle-ci.<\/p>\n<ul>\n<li><a href=\"https:\/\/www.legifrance.gouv.fr\/codes\/article_lc\/LEGIARTI000032808336?etatTexte=VIGUEUR&#038;etatTexte=VIGUEUR_DIFF\"><strong>Article R612-5<\/strong><\/a><\/li>\n<\/ul>\n<p>L&rsquo;issue de la m\u00e9diation intervient, au plus tard, dans un d\u00e9lai de quatre-vingt-dix jours \u00e0 compter de la date de la notification mentionn\u00e9e \u00e0 l&rsquo;article\u00a0<a href=\"https:\/\/www.legifrance.gouv.fr\/affichCodeArticle.do?cidTexte=LEGITEXT000006069565&#038;idArticle=LEGIARTI000032808330&#038;dateTexte=&#038;categorieLien=cid\">R. 612-2<\/a>. Le m\u00e9diateur peut prolonger ce d\u00e9lai, \u00e0 tout moment, en cas de litige complexe. Il en avise imm\u00e9diatement les parties.<\/p>\n<p><strong>La r\u00e9glementation europ\u00e9enne<\/strong><\/p>\n<p>Au niveau europ\u00e9en, deux textes importants ont \u00e9t\u00e9 adopt\u00e9s par l\u2019Union europ\u00e9enne dans le but notamment d\u2019harmoniser les l\u00e9gislations nationales et de favoriser le r\u00e8glement amiable des litiges en Europe, y compris pour les ventes transfrontali\u00e8res\u00a0:<\/p>\n<p>&#8211; La\u00a0<a href=\"http:\/\/eur-lex.europa.eu\/LexUriServ\/LexUriServ.do?uri=OJ:L:2013:165:0063:0079:fr:PDF\">directive\u00a02013\/11\/UE<\/a> qui sert de r\u00e9f\u00e9rence en mati\u00e8re de l\u00e9gislation de la m\u00e9diation pour l\u2019ensemble des Etats de l\u2019Union europ\u00e9enne.<br \/>\n&#8211; Le <a href=\"http:\/\/eur-lex.europa.eu\/legal-content\/FR\/TXT\/PDF\/?uri=CELEX:32013R0524&#038;from=FR\">r\u00e8glement 524\/2013<\/a> qui pr\u00e9voit la mise en place une plateforme de r\u00e8glement amiable des litiges pour les litiges transfrontaliers.<\/p>\n<p>Depuis le 15 f\u00e9vrier 2016, <strong>la plateforme en ligne de r\u00e8glement amiable des litiges de la Commission europ\u00e9enne <\/strong>est ouverte au public. Tout consommateur qui rencontre un litige avec une entreprise situ\u00e9e sur le territoire de l\u2019Union a la possibilit\u00e9 de d\u00e9poser une demande de m\u00e9diation par le biais de <a href=\"https:\/\/webgate.ec.europa.eu\/odr\/main\/index.cfm?event=main.home.show&#038;lng=FR\" target=\"_blank\" rel=\"noopener\">cette plateforme europ\u00e9enne<\/a>. Vous pouvez consulter \u00e9galement le site internet de la Commission europ\u00e9enne d\u00e9di\u00e9 \u00e0 la m\u00e9diation de la consommation : <a href=\"http:\/\/ec.europa.eu\/consumers\/solving_consumer_disputes\/non-judicial_redress\/adr-odr\/index_en.htm\">http:\/\/ec.europa.eu\/consumers\/solving_consumer_disputes\/non-judicial_redress\/adr-odr\/index_en.htm<\/a>.<\/p>\n<\/div><\/section>\n\n\n<style type=\"text\/css\" id=\"style-css-av-1anhnn-5849fd2b16630198c92d3a42d2a6a211\">\n.av-special-heading.av-1anhnn-5849fd2b16630198c92d3a42d2a6a211{\npadding-bottom:10px;\ncolor:#ff6c00;\n}\n.av-special-heading.av-1anhnn-5849fd2b16630198c92d3a42d2a6a211 .special-heading-inner-border{\nborder-color:#ff6c00;\n}\n<\/style>\n<div  class='av-special-heading av-1anhnn-5849fd2b16630198c92d3a42d2a6a211 av-special-heading-h3 custom-color-heading  avia-builder-el-29  el_after_av_codeblock  el_before_av_textblock  '><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >ADRESSES UTILES<\/h3><div class='special-heading-border'><div class='special-heading-inner-border'><\/div><\/div><\/div>\n<section class=\"av_textblock_section \"  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock  '   itemprop=\"text\" ><p><strong>Commission d\u2019\u00e9valuation et de contr\u00f4le de la m\u00e9diation (CECM)<\/strong><\/p>\n<p>59 boulevard Vincent Auriol<br \/>\nT\u00e9l\u00e9doc 063<br \/>\n75703 PARIS CEDEX 13<\/p>\n<p>Site : <a href=\"http:\/\/www.economie.gouv.fr\/mediation-conso\">http:\/\/www.economie.gouv.fr\/mediation-conso<\/a><\/p>\n<p><strong>Commission europ\u00e9enne &#8211; Plateforme de r\u00e8glement en ligne des litiges issus d&rsquo;un achat en ligne<\/strong><\/p>\n<p>Ce site disponible en plusieurs langues a \u00e9t\u00e9 cr\u00e9\u00e9 par l&rsquo;Union europ\u00e9enne pour vous aider dans vos d\u00e9marches en cas de litige de consommation en Europe \u00e0 la suite d&rsquo;un achat en ligne. Il recense \u00e9galement tous les organismes de r\u00e8glement des litiges agr\u00e9\u00e9s par les autorit\u00e9s nationales et existant en Europe.<\/p>\n<p>Site : <a href=\"https:\/\/consumer-redress.ec.europa.eu\/index_fr\" target=\"_blank\" rel=\"noopener\">https:\/\/consumer-redress.ec.europa.eu\/index_fr\u00a0<\/a><\/p>\n<p><strong>E-commerce Europe \u2013 Association europ\u00e9enne \u2013 R\u00e9seau europ\u00e9en de m\u00e9diateurs<\/strong><\/p>\n<p class=\"p1\">La m\u00e9diation de la FEVAD fait partie du r\u00e9seau europ\u00e9en de m\u00e9diateurs mis en place par l&rsquo;association europ\u00e9enne E-commerce Europe.<\/p>\n<p>Site : <a href=\"http:\/\/www.ecommercetrustmark.eu\/\">http:\/\/www.ecommercetrustmark.eu\/<\/a><\/p>\n<p><b>Club des M\u00e9diateurs de services au public<\/b><\/p>\n<p>Le M\u00e9diateur de la consommation de la FEVAD est membre du Club des M\u00e9diateurs de services au public.<\/p>\n<p>Site : <a href=\"https:\/\/clubdesmediateurs.fr\/\">https:\/\/clubdesmediateurs.fr\/<\/a><\/p>\n<\/div><\/section>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div>\n<style type=\"text\/css\" id=\"style-css-av-rlvk3-2cfbd32fe25262b433ae487c549f8cbd\">\n.avia-section.av-rlvk3-2cfbd32fe25262b433ae487c549f8cbd{\nbackground-repeat:no-repeat;\nbackground-image:url(https:\/\/www.mediateurfevad.fr\/wp-content\/uploads\/2016\/06\/flag_yellow_high.jpg);\nbackground-position:top right;\nbackground-attachment:fixed;\n}\n.avia-section.av-rlvk3-2cfbd32fe25262b433ae487c549f8cbd .av-section-color-overlay{\nopacity:0.5;\nbackground-color:#2754b5;\nbackground-image:url(https:\/\/www.mediateurfevad.fr\/wp-content\/themes\/enfold\/images\/background-images\/dots-mini-light.png);\nbackground-repeat:repeat;\n}\n<\/style>\n<div id='av_section_3'  class='avia-section av-rlvk3-2cfbd32fe25262b433ae487c549f8cbd main_color avia-section-default avia-no-shadow  avia-builder-el-32  el_after_av_codeblock  el_before_av_layout_row  avia-bg-style-fixed av-section-color-overlay-active  container_wrap sidebar_right'  data-section-bg-repeat='no-repeat'><div class='av-section-color-overlay-wrap'><div class=\"av-section-color-overlay\"><\/div><div class='container av-section-cont-open' ><div class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-307'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" id=\"style-css-av-mjr8b-3362a3d84f537597be8e70d5bee6c164\">\n.iconbox.av-mjr8b-3362a3d84f537597be8e70d5bee6c164 .iconbox_icon{\nbackground-color:#ff6c00;\n}\n<\/style>\n<article  class=\"iconbox iconbox_top av-mjr8b-3362a3d84f537597be8e70d5bee6c164  avia-builder-el-33  avia-builder-el-no-sibling  main_color \"  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class=\"iconbox_content\"><header class=\"entry-content-header\"><div class=\"iconbox_icon heading-color\" aria-hidden='true' data-av_icon='\ue912' data-av_iconfont='entypo-fontello'><\/div><h3 class='iconbox_content_title  '  itemprop=\"headline\" >Europe et M\u00e9diation<\/h3><\/header><div class='iconbox_content_container  '  itemprop=\"text\" ><p>Cliquez pour ajouter votre propre texte ici<\/p>\n<\/div><\/div><footer class=\"entry-footer\"><\/footer><\/article>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div><\/div><div id='av-layout-grid-1'  class='av-layout-grid-container entry-content-wrapper main_color av-flex-cells     avia-builder-el-34  el_after_av_section  avia-builder-el-last  submenu-not-first container_wrap sidebar_right'  >\n<div class=\"flex_cell no_margin av_one_full  avia-builder-el-35  avia-builder-el-no-sibling   \"  style='vertical-align:top; 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