Finanbex accessibility declaration
The purpose of this page is to inform you about the digital accessibility of the services provided by Finanbex in accordance with the regulations in force.
Finanbex is committed to making its website, its mobile application and its services accessible to as many people as possible, whatever the user’s profile, and taking everyone’s specific needs into account.
What is digital accessibility?
Digital accessibility aims to make websites, mobile applications and other online communication services accessible to people with disabilities.
Content must be perceivable (supporting visual and auditory perception), usable, understandable and compatible with assistive technologies.
Digital accessibility addresses all forms of disability that may hinder access to an online service, whether physical, sensory, mental, cognitive or psychological.
In Europe, Directive (EU) 2019/882 on accessibility requirements (the “European Accessibility Act”), transposed in each country, imposes specific accessibility requirements that apply in particular to banking services (credit, payment, savings, etc.) and e-commerce.
Our accessibility policy
Accessibility is taken into account at every stage of the design and development of our website and mobile application, for our customers as well as for our employees.
This takes the form of a published roadmap dedicated to making our services accessible. Our digital accessibility policy and our commitments are set out in it. They aim to ensure the gradual improvement of the accessibility of our digital services.
General description of the services
Credit services
- The credit facility
Find the guide to revolving credit at Finanbex here: Revolving credit guide
- The instalment loan
Find the guide to instalment loans at Finanbex here: Instalment loan guide
- The credit facility
Payment services
- Credit cards
Find the guide to credit cards at Finanbex here: Credit card guide
- Transfer to a bank account
You can transfer money from your credit facility to your current account.
- Through your customer area or the Finanbex mobile app, from the account overview. Select the relevant contract, then click “Use”. Choose the amount you want (within the available limit). The payment is made instantly (or within a maximum of 48h if technical issues delay the execution of the instant transfer).
- Or by contacting an adviser from the Contact us page, [customer service opening hours to be completed].
- Outstanding balance insurance
Find the guide to outstanding balance insurance at Finanbex here: Outstanding balance insurance guide
- Credit cards
Explanations of how the services work
Taking out a loan online
Compare service offers and find out how they work
Before taking out consumer credit, we recommend that you compare the different offers available and find out about the terms that apply to them. Each product offered by Finanbex (personal loan, revolving credit, credit consolidation) has specific conditions: borrowing rate, annual percentage rate (APR), repayment period, total amount payable, terms of use and any guarantees.
Our website lets you compare these options and read practical information and usage tips. Help pages and legal documents are also available.
Simulate your credit application
Once you have identified your offer, you can estimate its characteristics using the online simulator. By selecting the amount to borrow and the repayment period you want, you obtain an indicative estimate of your monthly instalments, the total cost of the credit and the applicable APR. This credit simulation is in no way an offer or a final decision. It simply helps you assess the feasibility of your project, based on your financial situation.
Submit your credit application and take out your insurance
You can complete your credit application directly online. At this stage, you can sign up for optional insurance that covers, among other things, the risks of incapacity for work, job loss or death. All information on the cover, exclusions, conditions and cost of the insurance is provided to you transparently.
If you have difficulty completing your application online or would like some support, you can ask to be contacted by an adviser, by email or by chat. Finanbex also offers advisers who visit you at home.
Sign your contract and send the supporting documents
Once your application has been pre-approved, you will receive the credit agreement by email or by post, as you choose. You will be able to complete and sign it by hand or electronically. You will also need to send us the supporting documents required to assess your application (proof of identity, income, address, etc.). The list of required documents will be clearly communicated to you at this stage.
If you have difficulty reading, completing or signing your contract, you can ask a relative for help or request an adviser, who will assist you with the process.
Track the progress of your application
You can follow the progress of your financing application in real time in your secure personal area. You will also receive notifications at each step: receipt of documents, validation, final decision, release of funds, etc.
Whether your application is accepted or declined, you will be informed directly.
Contacting Finanbex
Ask for information
For any question about our products or services, you can contact us by email, chat or post. Our advisers are at your disposal to provide you with clear, precise and complete information and to support you in your dealings with us. You can also tell us your preferred means of contact.
Our advisers are available [customer service opening hours to be completed] (excluding public holidays). For a credit taken out through a Finanbex partner, advisers are available [customer service opening hours for credits taken out through a partner to be completed].
Change my offer, take out a new product
If your needs change, you can adjust your credit terms or take out a new product. For example, you can:
- Request an increase or a decrease in the amount of your credit facility. In this case, you will sign a new credit agreement that cancels the previous one;
- Request an additional amount on your instalment loan, the repayment of which will extend the term of your credit;
- Request a new credit in addition to those you already have.
Each change or new product taken out entails an additional creditworthiness assessment.
Get support in managing my offers
You can call on our teams at any time to help you manage your contracts: adjusting direct debit dates, requesting a payment deferral, changing your address, terminating a contract, etc. Some procedures can also be carried out independently in your customer area and in your Finanbex app.
You will regularly receive information by email or post about how your credit works (account statement, information on clearing the balance to zero). On request, Finanbex can send you certain documents, such as your repayment schedule showing your upcoming repayments. Some re-issues of documents by post may be chargeable.
You can find the documents relating to the management of your contracts in your customer area or in the dedicated menu in the mobile app.
Dispute a payment or transaction
In the event of a suspicious transaction or a dispute, contact us as soon as possible. Your request will be handled promptly, in accordance with the applicable regulations.
In the event of loss, theft or a card “swallowed” by the cash machine, you can block your card via your customer area or contact, without delay, the national card-blocking service for payment cards in your country, or your bank.
You will automatically receive a new credit card, with no further action on your part. For added security, your new card and your new code will be sent to you in two separate letters.
Make a complaint
If you believe that a service or decision does not respect your rights as a consumer, you can lodge a complaint with our dedicated department, by email or by post. A written, reasoned reply will be sent to you within 15 working days.
If the disagreement persists, you can turn to an independent mediation service in your country or contact a supervisory authority.
Managing my products
Use my credit facility
Subject to the available amount and the proper functioning of your account, you can use your credit facility freely, without supporting documents, by making a transfer to your bank account.
If your credit facility is linked to a card, you can also make payments in store or online with any merchant that accepts Mastercard cards.
Any use of your credit generates interest. The conditions of use of your card are detailed in your contract, which can be accessed via your customer area or the mobile app.
Log in to my customer area
Your customer area is accessible 24 hours a day from our website or the mobile app. It allows you to view and manage your contracts, track your repayments, update your personal details or contact an adviser securely. To access your customer area, you will need to authenticate using secure mobile confirmation via the Finanbex mobile app or another secure electronic identification method.
Here you will find your access to the customer area, as well as help with logging in via mobile confirmation: customer area.
You can log in with your customer ID and your password. If you lose your login details, you can recover them yourself by email by clicking “I have lost my password” or “I have lost my ID”. If you encounter a difficulty or your access is blocked, contact an adviser.
Use the self-service features
We are gradually developing online tools that allow you to manage your contracts independently: requesting a duplicate, updating your contact details, changing payment arrangements, etc. These features can be used in the customer area or in the mobile app. If in doubt, consult our FAQ or contact an adviser by email or chat.
Pay my monthly instalments
Your monthly instalments are generally repaid by direct debit, in accordance with the contract. You can also make a transfer to Finanbex’s bank account or a one-off payment by bank card via your customer area. If you have difficulty paying, we invite you to contact our teams quickly so that we can consider a suitable solution together.
You can also repay all or part of your credit early at any time, by bank transfer or direct debit. In some cases, Finanbex may apply a fee. An adviser can assist you with this process.
The regulations require you to repay your credit facility in full on a regular basis: this is known as “clearing the balance to zero”. The deadline for clearing the balance to zero is shown on your paper or electronic account statement and on the “Clearing to zero” tab of your customer area and your Finanbex app. Reminders are also sent to you.
If you have difficulty clearing the balance to zero with your own funds, Finanbex can offer you solutions, such as:
- Adding an additional monthly instalment to the current one;
- Increasing your repayment speed.
Secure my products
If your credit facility is linked to a card, you can easily act to strengthen your security from your customer area and your Finanbex app:
- Block contactless payments;
- Block payments abroad;
- Temporarily block your card.
When you shop online, you will be asked for strong authentication (by mobile confirmation).
Your main rights and obligations
Consumer credit
Main rights of the consumer
- Obtain information
Before you sign your contract, Finanbex summarises all the relevant information on the proposed credit in a standard European information sheet (SECCI): amount, repayment period, annual percentage rate (APR), total cost of the credit, repayment conditions, including the interest rate applicable in the event of late payment.
- Withdraw from the contract
You have a period of 14 calendar days after signing the contract to withdraw, without having to justify your decision or pay any penalties. For example, you only need to send an email or a letter.
- Repay early
You may repay your credit early, in part or in full. Finanbex may charge you an early repayment fee, within the limit set by law, depending on the amount and the remaining repayment period. It may not exceed 1% (or 0.5% if the remaining period is less than one year).
- Terminate
You may terminate your credit facility at any time and free of charge, by letter or by contacting an adviser. If a balance remains to be repaid, it must be paid in full within the following month.
- Protection against over-indebtedness
Before it can grant a credit, Finanbex is required to assess your creditworthiness. This includes consulting the individual credit register, managed by the official body in your country.
If you are registered as being in payment default, or if your financial situation appears too fragile, the credit application cannot be accepted. You do, however, have the right to request a review of your application.
Main obligations of the consumer
- Provide accurate information
When applying for credit, you must provide truthful and complete information about your income, your expenses and your financial situation. Remember also to state your preferred language of contact, so that you receive information and correspondence in the language you understand best.
- Maintain a sound financial situation
You undertake to repay the monthly instalments agreed in the contract. In the event of late payment, late-payment interest and additional fees may be applied. In general, you must take care to maintain a sound financial situation so that you can meet your repayment obligations. If you encounter financial difficulties, contact an adviser as soon as possible to find a solution.
- Inform the lender of any change in your situation
If your situation changes (job loss, prolonged illness or financial difficulties), it is important to inform Finanbex promptly. Rescheduling or an amicable solution may be considered. If you have taken out the outstanding balance insurance, it may, under certain conditions, take over your repayments. Contact your adviser directly to request cover, or report your claim directly from your customer area.
Payment services
Consumer rights
- Account statement
Each month, an account statement is made available to you in your customer area and in the Finanbex mobile app.
If you prefer to receive it by post, simply request it:
– when you take out your credit facility,
– via your customer area, the mobile app or by contacting an adviser.
- Right to correct execution of transactions
If you notice an error in the execution of a payment (for example an incorrect amount or the wrong recipient), report it to Finanbex. After verification, we will correct the error or issue a refund as soon as possible.
- Limitation of liability in the event of fraud
In the event of theft or fraudulent use of your credit card, your liability is limited to €50, provided that you have not been grossly negligent (such as disclosing your secret code). If you report the fraud promptly, you will not be held liable beyond that amount.
Consumer obligations
- Proper use of payment instruments
You must comply with the conditions of use of cards, codes, applications, etc., and never share your access codes.
- Reporting loss or theft
If your card or the smartphone you use for payments is lost or stolen, it is important to react without delay: you must notify Finanbex immediately via your country’s national card-blocking service, the Finanbex app or an adviser.
- Checking account statements
It is recommended to check your transactions regularly in order to detect any unusual or suspicious activity and to react without delay.
Outstanding balance insurance
Consumer rights
- Clear information on whether the insurance is optional or mandatory
The insurer or lender must state clearly whether the insurance is mandatory or optional. At Finanbex, we recommend taking out insurance, whatever the amount borrowed.
- Right to cancel
You may cancel the insurance within 30 days after the contract is concluded, at no cost and without giving a reason. Simply send an email or a letter, or contact an adviser.
Consumer obligations
- Truthful information when taking out the insurance
Any false statement may lead to cancellation of the insurance contract or refusal of compensation.
- Payment of premiums
Paying premiums within the agreed deadlines is necessary to maintain your cover.
- Reporting claims
Any covered event (e.g. incapacity for work, job loss, death) must be reported promptly to Finanbex in accordance with the terms of the contract.
How does Finanbex assess the digital accessibility of its services?
An accessibility audit makes it possible to establish a level of accessibility against version RAWeb 1 (Web Accessibility Assessment Framework). The accessibility declaration describes the conditions of the assessment and its results.
Accessibility of the website
This accessibility study covers the “showcase” website [website address to be completed].
The study used to assess the accessibility of the website was carried out in [date of the study to be completed]. Thanks to this study, Finanbex has made commitments to improve the accessibility of its interface.
This study was carried out by an external provider to guarantee its integrity and independence.
View the accessibility study of the website and of the application process: [link to the study to be completed].
Accessibility of the customer area
This accessibility study applies to the customer area. Thanks to this study, Finanbex has made commitments to improve the accessibility of its interface.
This study was carried out in [date of the study to be completed]. It was carried out by an external provider to guarantee its integrity and independence.
View the accessibility study of the customer area: [link to the study to be completed].
Accessibility of the mobile app
The accessibility study of the mobile app corresponding to the website was carried out in [date of the study to be completed]. Thanks to this study, Finanbex has made commitments to improve the accessibility of its app.
View the accessibility study of the mobile app: [link to the study to be completed].
Help using the website
- Main navigation
The website has a main navigation menu that provides access to its different sections. It is always positioned in the same place, whatever page is being viewed. Skip links are accessible to keyboard navigation.
- Page structure
Most pages follow the same structure, with 4 regions defined:
- The banner or page header area
- The main navigation, where the site menu is found
- The main content
- The footer area.
- Navigation by headings
Using heading levels in the main content of our pages brings several benefits:
- A better understanding of the page content, because the information is organised hierarchically
- The ability to extract an outline from them (using a screen reader feature or mentally) and thus to get a concise overview of the page content.
- Screen readers offer shortcuts to go directly to a heading or to move from heading to heading, allowing faster and more efficient navigation of the page.
- Quick access links
Quick access links, located at the start of the document, make it easier to navigate to the main regions of the page and to reach important features of the website. They are not visible by default but appear when they receive focus.
These links let you go directly:
- To the main content of the page
- To the main navigation menu
- To the page header area
- To the footer area.
- Text size and zoom
The size of all texts is based in part on the use of relative units, which allows it to be changed in most browsers. In most cases, our website responds correctly to graphical enlargement on most screens. If you have any difficulty, an adviser is available to provide assistance.
- Keyboard navigation for interactive components
The website includes components based on JavaScript technology.
The most recent ones are designed to be usable with a keyboard and with a screen reader (such as JAWS or NVDA).
How are these services made accessible?
Finanbex strives to make its website and mobile app easier to use, so that you can manage your financial services on your own, without assistance.
We are currently working on some improvements, which you can find in the “Our ongoing improvements” section further down the page.
If you would like to contact Finanbex to ask a question, apply for credit or manage your products, several options are available: by email or by chat. During opening hours, an adviser will be able to help you in writing.
If you need specific support, you can also make an appointment with an adviser who will visit you at home. They will be able to help you complete your credit application and will explain how to do so.
If you have difficulty reading the documents, or if you are unable to write or sign, you can ask a trusted person for help. This person will be able to read the documents for you and fill in the contract. An adviser can also come to help this person support you.
If you would like this type of support, you can request it from a Finanbex adviser, by email or chat.
Our ongoing improvements
Finanbex is a subsidiary of [group to be completed].
[the group’s commitment to digital accessibility to be completed]
Contact us
If you encounter an accessibility barrier on this website, please report it to us from the contact page.