A responsible approach to lending

Crédit Agricole Consumer Finance is committed to being socially responsible in the way it relates to consumers. For this reason, it sees credit as a growth stimulus that meets a social and economic need, not as a risk factor for the consumer, partner retailer or lender.

Our policy is based on the following principles :

A rigorous loan acceptance policy

In addition to making a personalised solvency study for each customer, Crédit Agricole Consumer Finance has developed special expertise based on a statistical assessment of the loan applicant's repayment capability. Consumers therefore benefit from a comprehensive and well managed chain of evaluation procedures covering the entire loan process, from application to acceptance. 

A system for assisting customers in financial difficulty

Some customers run into financial difficulties, frequently as a result of contingencies such as redundancy, sickness or marital separation. In this case, specialised entities will help them finding personalised solutions and enable them to balance their budget.

In the event of late payment, regular contact with customers generally allows Crédit Agricole Consumer Finance to settle the situation within two months. Crédit Agricole Consumer Finance teams find a personalised rescheduling solution so that interest and charges do not build up.

Crédit Agricole Consumer Finance, together with consumer associations and Association des Sociétés Financières (ASF), the French association of finance companies, has also participated in drawing up an out-of-court collection agreement for consumer credit. Crédit Agricole Consumer Finance implements the agreement company-wide.

What is mediation ?

• When attempts at conciliation between the customer and the Crédit Agricole Consumer Finance customer relations department fail, he or she can contact an ASF ombudsman.
• The ombudsman’s remit is to attempt to reach an amicable settlement in disputes between consumers and ASF members that have signed up for this service.
• The ombudsman examines the cases from a neutral, independent stance and submits its opinions to the customer and the company.
• The ombudsman is appointed for a two-year period following consultation with the consumer organisations.