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Complaints

Submit a complaint.

A complaint is a request for the formal examination of a situation. It is handled separately from everyday support and from commercial enquiries. Its procedure, its steps, its time limits and its avenues of redress are set out in writing.

What is covered

What a complaint covers.

A complaint concerns the service provided by MAP. The rules of a programme, for their part, are set by the organisation that funds it.

Submit a complaint to MAP

  • A refused operation whose stated reason does not match your situation.
  • How the account, the payment card or the app works.
  • How a request you have already sent to MAP was handled.

Start elsewhere

  • The amount allocated, the authorised suppliers, the area or the period: those rules belong to the programme owner.
  • Joining a programme, or its end: the same contact.
  • A project, a partnership or a supplier assessment: the Contact page.

How to contact MAP

A written complaint, sent to the responsible channel.

The complaint is sent to MAP through the channel set out in the general terms of service and in your programme’s documents. It is recorded as soon as it is received.

Your identity
Your name and how to reach you.
The programme concerned
Its name and, where applicable, the organisation that supports you.
The operation in question
Its date, its amount and the reason for refusal received, if there is one.
Your request
What you are asking for, and the elements that support it.
No payment credentials in a complaint
Do not send a full card number, a PIN, a security code, sign-in credentials or an identity document through a form on this site. If a document is needed for the examination, it is requested from you through an appropriate channel.

Steps and time limits

The path of a complaint.

These steps and these time limits are those of MAP’s complaints procedure. They apply to complaints received by MAP, whatever the programme concerned.

01

Receipt

The complaint is recorded. An acknowledgement of receipt is sent to you within ten working days.

02

Examination

The situation is investigated: operations concerned, rules applied, elements of the programme and exchanges that have already taken place.

03

Reasoned reply

A written reply is sent to you within two months, stating the decision and the grounds on which it is based.

04

Avenues of redress

If the reply does not satisfy you, you may refer the matter to the competent consumer mediator, whose details are given to you with the reply.

Acknowledgement of receipt
Within ten working days from the receipt of your complaint.
Reasoned reply
Within two months from that same date.
Avenue of redress
The competent consumer mediator, if the reply does not satisfy you.
Time limits and avenues of redress
The acknowledgement of receipt within ten working days, the reply within two months and the referral to the consumer mediator are the commitments written into the general terms of service. MAP publishes no other time limit on this site. The mediator’s details are given only in the contractual documents and in the reply sent to you.

Other channels

Not every request is a complaint.

Everyday support and commercial enquiries follow distinct paths, described on their own pages.

Before complaining

A question about the rules of a programme is often resolved with the organisation that runs it. The Support page says who answers what.

Commercial enquiry

Funding project, partnership, supplier assessment, press: these requests do not fall under the complaints procedure.
Contact MAP Find the right contact

For a commercial enquiry, a MAP expert will get back to you, with no commitment.