Verified: 27 March 2026 03:00 pm CET
Industry: Online Banking & Financial Services
Jurisdiction: France
Primary Regulator: FBF (Banking Mediation), AMF (Financial Markets), and ACPR (Systemic Oversight)
Important Safety Warning: Beware of fake customer service numbers on search engines. Scammers frequently target consumers with “spoofed” phone calls pretending to be the BoursoBank fraud department. Bank staff will never ask you to read out a temporary SMS code, validate a transaction on your mobile app to “cancel a fraud”, or ask for your account password.
Level 1: Customer Support (Service Client)
- How to complain: Do not search for a phone number. Your first legal step must be to log into your BoursoBank app or online portal. Go to the “Aide & Contact” section and initiate a chat with the virtual assistant, Eliott. If Eliott cannot resolve your issue, you must ask the bot to “Contacter un conseiller” to schedule a direct callback from a human agent.
- Availability: The callback service from human advisors generally operates Monday to Friday from 8:00 AM to 8:00 PM, and Saturdays from 8:45 AM to 4:30 PM (CET).
- Timeline: The bank is legally required to acknowledge receipt of your complaint within 10 business days.
- Source Verification: According to the official BoursoBank - Aide & Contact portal.
Level 2: Formal Written Complaint & Mise en Demeure
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Who to contact: If the online customer service fails to resolve the issue, you must formally escalate the dispute by sending a registered letter with acknowledgment of receipt (Lettre Recommandée avec Accusé de Réception - LRAR) to their national customer claims center.
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Address: Address your letter to BoursoBank, Service Réclamation, 44 rue Traversière, CS 80134, 92772 Boulogne Billancourt Cedex, France.
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Timeline: For standard banking issues (loans, account fees), the maximum legal response time is 2 months. However, for payment services (fraudulent card charges, unauthorized transfers), European law dictates a strict maximum response time of 15 business days (up to 35 in exceptional, justified cases).
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Source Verification: According to the BoursoBank - Les différentes étapes d’une réclamation.
Level 3: Regulatory Authority / ADR (Médiation)
- Banking & Loan Disputes: For everyday banking issues, BoursoBank is affiliated with the FBF. You must file your dispute online with the Médiateur de la FBF (Fédération Bancaire Française).
- Stock Market & Investment Disputes: For issues regarding your PEA or Compte-Titres Ordinaires (CTO), you must file your dispute with the Médiateur de l’AMF (Autorité des Marchés Financiers).
- Insurance Disputes (Bourso Protect): For insurance disputes underwritten by Sogécap, you must file with La Médiation de l’Assurance.
- Systemic Fraud Reporting: Do not contact the ACPR for a personal refund. Only use the ACPR/Banque de France portals to report massive systemic regulatory breaches.
- Timeline: You can open a mediation case only after you have received a negative written response from the Service Réclamation, or if the 2-month (or 15-day) deadline has passed with no response.
- Source Verification: According to the official guidelines for the Médiateur de la FBF and Médiateur de l’AMF.
Level 4: Legal Action
- Pre-Litigation: You must have proof of your written complaint (LRAR) and proof that you attempted mediation (FBF, AMF, or Assurance) before a French judge will hear a small claims case.
- Filing the Lawsuit: For direct disputes with BoursoBank under €10,000, private consumers can bring their case before the local Judicial Court (Tribunal Judiciaire or Chambre de proximité). Claims under €5,000 can be initiated via a simple declaration (Requête) without needing a lawyer.
- Source Verification: According to the Justice.fr - Saisir le tribunal judiciaire official government guide.
Community Action: Is BoursoBank refusing to reimburse a fraudulent credit card charge after the 15-day PSD2 deadline, or are you looking for the correct legal templates to draft a Mise en Demeure to Boulogne-Billancourt? Reply below (do not share your passwords, full banking details, or account numbers), and our community will point you to the right resources!