{"id":307529,"date":"2024-04-28T16:58:00","date_gmt":"2024-04-28T16:58:00","guid":{"rendered":"https:\/\/www.tauxhypotheques.com\/?page_id=307529"},"modified":"2026-04-15T14:22:19","modified_gmt":"2026-04-15T14:22:19","slug":"politique-de-gestion-des-plaintes","status":"publish","type":"page","link":"https:\/\/www.tauxhypotheques.com\/index.php\/politique-de-gestion-des-plaintes\/","title":{"rendered":"Politique de gestion des plaintes"},"content":{"rendered":"\n[et_pb_section fb_built=\u00a0\u00bb1&Prime; admin_label=\u00a0\u00bbHeader\u00a0\u00bb _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb background_color=\u00a0\u00bb#0C8EC0&Prime; use_background_color_gradient=\u00a0\u00bbon\u00a0\u00bb background_color_gradient_stops=\u00a0\u00bb#0c8ec0 0%|rgba(12,142,192,0.16) 93%\u00a0\u00bb background_color_gradient_overlays_image=\u00a0\u00bbon\u00a0\u00bb background_enable_image=\u00a0\u00bboff\u00a0\u00bb overflow-x=\u00a0\u00bbhidden\u00a0\u00bb overflow-y=\u00a0\u00bbhidden\u00a0\u00bb custom_padding=\u00a0\u00bb||56px||false|false\u00a0\u00bb bottom_divider_style=\u00a0\u00bbcurve\u00a0\u00bb bottom_divider_height=\u00a0\u00bb60px\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; locked=\u00a0\u00bboff\u00a0\u00bb collapsed=\u00a0\u00bbon\u00a0\u00bb global_colors_info=\u00a0\u00bb{%22gcid-34807b40-f97e-428a-90f8-6d5ad2ecd8cd%22:%91%22background_color_gradient_stops%22,%22background_color_gradient_stops%22%93,%22gcid-46e54cc2-2550-449e-a151-e85c3a835795%22:%91%22background_color%22,%22background_color%22%93}\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb bottom_divider_color=\u00a0\u00bb#FFFFFF\u00a0\u00bb sticky_enabled=\u00a0\u00bb0&Prime;][et_pb_row make_equal=\u00a0\u00bbon\u00a0\u00bb _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb4.22.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bb970d9954-5a42-4e98-b3e7-c173d889ba36&Prime; header_font=\u00a0\u00bbAsap|700|||||||\u00a0\u00bb header_text_align=\u00a0\u00bbcenter\u00a0\u00bb header_text_color=\u00a0\u00bb#FFFFFF\u00a0\u00bb header_font_size=\u00a0\u00bb75px\u00a0\u00bb custom_margin=\u00a0\u00bb||10px||false|false\u00a0\u00bb header_font_size_tablet=\u00a0\u00bb50px\u00a0\u00bb header_font_size_phone=\u00a0\u00bb40px\u00a0\u00bb header_font_size_last_edited=\u00a0\u00bbon|phone\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb]<h1><span style=\"color: #000000;\">Politique de <\/span>gestion des plaintes<\/h1>[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdb0734bd-98ef-48d6-aa87-ad235ac2b6e2&Prime; text_font=\u00a0\u00bbOpen Sans||||||||\u00a0\u00bb text_text_color=\u00a0\u00bb#FFFFFF\u00a0\u00bb text_font_size=\u00a0\u00bb19px\u00a0\u00bb text_line_height=\u00a0\u00bb1.3em\u00a0\u00bb text_orientation=\u00a0\u00bbcenter\u00a0\u00bb text_font_size_tablet=\u00a0\u00bb16px\u00a0\u00bb text_font_size_phone=\u00a0\u00bb16px\u00a0\u00bb text_font_size_last_edited=\u00a0\u00bbon|tablet\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb]<p><span style=\"font-weight: 400;\">L&rsquo;objectif de cette politique est de fournir un canal de communication clair et transparent pour les plaintes et diff\u00e9rends des clients. Je m\u2019engage \u00e0 r\u00e9soudre rapidement et \u00e9quitablement tous les probl\u00e8mes signal\u00e9s, tout en am\u00e9liorant continuellement mon service client.<\/span><\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00a0\u00bb1&Prime; _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_padding=\u00a0\u00bb19px|||||\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb][et_pb_row _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb][et_pb_column _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb type=\u00a0\u00bb4_4&Prime; theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; sticky_enabled=\u00a0\u00bb0&Prime; text_font=\u00a0\u00bbAsap Condensed||||||||\u00a0\u00bb text_orientation=\u00a0\u00bbcenter\u00a0\u00bb text_line_height=\u00a0\u00bb1.4em\u00a0\u00bb text_text_color=\u00a0\u00bb#000000&Prime; text_font_size=\u00a0\u00bb18px\u00a0\u00bb]<p>En tant que professionnelle hypoth\u00e9caire, je m&rsquo;engage \u00e0 maintenir un environnement de confiance et de satisfaction pour tous mes clients. Dans cet esprit, j\u2019ai mis en place une politique de gestion des plaintes et diff\u00e9rends afin de r\u00e9soudre efficacement tout probl\u00e8me pouvant survenir. Cette politique s&rsquo;applique \u00e0 tous mes clients, qu&rsquo;ils soient des particuliers, des entreprises ou des organisations. Elle concerne toutes les interactions avec mes services.<\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb][et_pb_accordion closed_toggle_text_color=\u00a0\u00bb#0C8EC0&Prime; icon_color=\u00a0\u00bb#0C8EC0&Prime; _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb closed_toggle_font=\u00a0\u00bbAsap|700|||||||\u00a0\u00bb closed_toggle_font_size=\u00a0\u00bb18px\u00a0\u00bb background_color=\u00a0\u00bbRGBA(255,255,255,0)\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; border_width_all=\u00a0\u00bb2px\u00a0\u00bb border_color_all=\u00a0\u00bb#0C8EC0&Prime; global_colors_info=\u00a0\u00bb{}\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb sticky_enabled=\u00a0\u00bb0&Prime;][et_pb_accordion_item title=\u00a0\u00bbQu\u2019est-ce qu\u2019une plainte ou un diff\u00e9rend?\u00a0\u00bb open_toggle_text_color=\u00a0\u00bb#0C8EC0&Prime; _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb body_font=\u00a0\u00bbOpen Sans||||||||\u00a0\u00bb body_text_color=\u00a0\u00bb#000000&Prime; body_line_height=\u00a0\u00bb1.4em\u00a0\u00bb background_color=\u00a0\u00bbRGBA(255,255,255,0)\u00a0\u00bb background_enable_color=\u00a0\u00bbon\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; global_colors_info=\u00a0\u00bb{}\u00a0\u00bb toggle_font=\u00a0\u00bbAsap|700|||||||\u00a0\u00bb toggle_font_size=\u00a0\u00bb19px\u00a0\u00bb open=\u00a0\u00bbon\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb sticky_enabled=\u00a0\u00bb0&Prime;]<p><span style=\"font-weight: 400;\">Aux fins de la politique, une plainte constitue l\u2019expression d\u2019au moins un des trois \u00e9l\u00e9ments suivants\u00a0:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Un reproche \u00e0 l\u2019endroit d\u2019un repr\u00e9sentant inscrit;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">L\u2019identification d\u2019un pr\u00e9judice potentiel ou r\u00e9el qu\u2019aurait subi ou pourrait subir un consommateur;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">La r\u00e9clamation d\u2019une mesure correctrice.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Ne constitue pas une plainte, toute d\u00e9marche informelle visant \u00e0 faire corriger un probl\u00e8me particulier, dans la mesure o\u00f9 le probl\u00e8me est trait\u00e9 dans le cadre des activit\u00e9s r\u00e9guli\u00e8res et sans que le consommateur n\u2019ait port\u00e9 plainte.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Diane Garneau, de fa\u00e7on g\u00e9n\u00e9rale, demandera \u00e0 ce que la plainte d\u2019un client lui soit transmise par \u00e9crit par courrier ou par courriel via son site internet.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Le consommateur qui d\u00e9sire porter plainte doit le faire par \u00e9crit \u00e0 l\u2019adresse suivante\u00a0:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">520, 17<\/span><span style=\"font-weight: 400;\">e<\/span><span style=\"font-weight: 400;\"> Avenue, Montr\u00e9al Qc, H1B 3K2<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ou par courriel \u00e0\u00a0: garneau.diane@gmail.com<\/span><\/p>[\/et_pb_accordion_item][et_pb_accordion_item title=\u00a0\u00bbEnregistrement et \u00e9valuation\u00a0\u00bb open=\u00a0\u00bboff\u00a0\u00bb open_toggle_text_color=\u00a0\u00bb#0C8EC0&Prime; _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb body_font=\u00a0\u00bbOpen Sans||||||||\u00a0\u00bb body_text_color=\u00a0\u00bb#000000&Prime; body_line_height=\u00a0\u00bb1.4em\u00a0\u00bb background_color=\u00a0\u00bbRGBA(255,255,255,0)\u00a0\u00bb background_enable_color=\u00a0\u00bbon\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; global_colors_info=\u00a0\u00bb{}\u00a0\u00bb toggle_font=\u00a0\u00bbAsap|700|||||||\u00a0\u00bb toggle_font_size=\u00a0\u00bb19px\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb sticky_enabled=\u00a0\u00bb0&Prime;]<p><span style=\"font-weight: 400;\">Une fois une plainte re\u00e7ue, elle sera enregistr\u00e9e dans le registre de plaintes. Elle sera \u00e9valu\u00e9e avec impartialit\u00e9 et diligence, en tenant compte de tous les \u00e9l\u00e9ments pertinents.<\/span><\/p>[\/et_pb_accordion_item][et_pb_accordion_item title=\u00a0\u00bbCommunication et r\u00e9solution\u00a0\u00bb open_toggle_text_color=\u00a0\u00bb#0C8EC0&Prime; _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb body_font=\u00a0\u00bbOpen Sans||||||||\u00a0\u00bb body_text_color=\u00a0\u00bb#000000&Prime; body_line_height=\u00a0\u00bb1.4em\u00a0\u00bb background_color=\u00a0\u00bbRGBA(255,255,255,0)\u00a0\u00bb background_enable_color=\u00a0\u00bbon\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; global_colors_info=\u00a0\u00bb{}\u00a0\u00bb toggle_font=\u00a0\u00bbAsap|700|||||||\u00a0\u00bb toggle_font_size=\u00a0\u00bb19px\u00a0\u00bb open=\u00a0\u00bboff\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb sticky_enabled=\u00a0\u00bb0&Prime;]<p><span style=\"font-weight: 400;\">Je m\u2019engage \u00e0 communiquer avec le client dans les meilleurs d\u00e9lais pour lui notifier la r\u00e9ception de sa plainte et lui indiquer les prochaines \u00e9tapes. <\/span><\/p>[\/et_pb_accordion_item][et_pb_accordion_item title=\u00a0\u00bbSuivi et r\u00e9solution\u00a0\u00bb open_toggle_text_color=\u00a0\u00bb#0C8EC0&Prime; _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb body_font=\u00a0\u00bbOpen Sans||||||||\u00a0\u00bb body_text_color=\u00a0\u00bb#000000&Prime; body_line_height=\u00a0\u00bb1.4em\u00a0\u00bb background_color=\u00a0\u00bbRGBA(255,255,255,0)\u00a0\u00bb background_enable_color=\u00a0\u00bbon\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; global_colors_info=\u00a0\u00bb{}\u00a0\u00bb toggle_font=\u00a0\u00bbAsap|700|||||||\u00a0\u00bb toggle_font_size=\u00a0\u00bb19px\u00a0\u00bb open=\u00a0\u00bboff\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb sticky_enabled=\u00a0\u00bb0&Prime;]<p><span style=\"font-weight: 400;\">Je m\u2019efforce de r\u00e9soudre les plaintes dans les 15 jours ouvrables suivant leur r\u00e9ception. Dans certains cas complexes, ce d\u00e9lai peut \u00eatre prolong\u00e9, mais le client sera inform\u00e9 de la situation. Une communication maintenue de fa\u00e7on r\u00e9guli\u00e8re sera faite avec le client tout au long du processus, en fournissant des mises \u00e0 jour claires et pr\u00e9cises.<\/span><\/p>[\/et_pb_accordion_item][et_pb_accordion_item title=\u00a0\u00bbR\u00e9troaction et am\u00e9lioration\u00a0\u00bb open_toggle_text_color=\u00a0\u00bb#0C8EC0&Prime; _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb body_font=\u00a0\u00bbOpen Sans||||||||\u00a0\u00bb body_text_color=\u00a0\u00bb#000000&Prime; body_line_height=\u00a0\u00bb1.4em\u00a0\u00bb background_color=\u00a0\u00bbRGBA(255,255,255,0)\u00a0\u00bb background_enable_color=\u00a0\u00bbon\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; global_colors_info=\u00a0\u00bb{}\u00a0\u00bb toggle_font=\u00a0\u00bbAsap|700|||||||\u00a0\u00bb toggle_font_size=\u00a0\u00bb19px\u00a0\u00bb open=\u00a0\u00bboff\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb sticky_enabled=\u00a0\u00bb0&Prime;]<p><span style=\"font-weight: 400;\">Apr\u00e8s la r\u00e9solution de la plainte, je vous invite \u00e0 nous faire part de votre\u00a0 r\u00e9troaction sur le processus. Je prendrai en compte les suggestions et commentaires pour am\u00e9liorer mes processus d\u2019affaires. <\/span><\/p>[\/et_pb_accordion_item][et_pb_accordion_item title=\u00a0\u00bbConfidentialit\u00e9 et impartialit\u00e9\u00a0\u00bb open_toggle_text_color=\u00a0\u00bb#0C8EC0&Prime; _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb body_font=\u00a0\u00bbOpen Sans||||||||\u00a0\u00bb body_text_color=\u00a0\u00bb#000000&Prime; body_line_height=\u00a0\u00bb1.4em\u00a0\u00bb background_color=\u00a0\u00bbRGBA(255,255,255,0)\u00a0\u00bb background_enable_color=\u00a0\u00bbon\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; global_colors_info=\u00a0\u00bb{}\u00a0\u00bb toggle_font=\u00a0\u00bbAsap|700|||||||\u00a0\u00bb toggle_font_size=\u00a0\u00bb19px\u00a0\u00bb open=\u00a0\u00bboff\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb sticky_enabled=\u00a0\u00bb0&Prime;]<p><span style=\"font-weight: 400;\">Toutes les plaintes sont trait\u00e9es avec la plus grande confidentialit\u00e9 et impartialit\u00e9. Je m\u2019engage \u00e0 respecter la vie priv\u00e9e de mes clients et \u00e0 ne divulguer les informations personnelles qu&rsquo;aux personnes directement impliqu\u00e9es dans la r\u00e9solution de la plainte.<\/span><\/p>[\/et_pb_accordion_item][\/et_pb_accordion][et_pb_text _builder_version=\u00a0\u00bb4.22.2&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb text_font=\u00a0\u00bbAsap Condensed||||||||\u00a0\u00bb text_text_color=\u00a0\u00bb#0C8EC0&Prime; text_font_size=\u00a0\u00bb24px\u00a0\u00bb text_line_height=\u00a0\u00bb1.4em\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; global_colors_info=\u00a0\u00bb{}\u00a0\u00bb theme_builder_area=\u00a0\u00bbpost_content\u00a0\u00bb sticky_enabled=\u00a0\u00bb0&Prime;]<p><span style=\"font-weight: 400;\">En conclusion : Je m\u2019engage \u00e0 garantir une gestion efficace des plaintes et diff\u00e9rends, dans le but de maintenir la satisfaction de mes clients. Je crois fermement que chaque probl\u00e8me est une opportunit\u00e9 d&rsquo;am\u00e9lioration et je m\u2019engage \u00e0 agir de mani\u00e8re juste et transparente tout au long du processus.<\/span><\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]\n","protected":false},"excerpt":{"rendered":"<p>Politique de gestion des plaintesL&rsquo;objectif de cette politique est de fournir un canal de communication clair et transparent pour les plaintes et diff\u00e9rends des clients. Je m\u2019engage \u00e0 r\u00e9soudre rapidement et \u00e9quitablement tous les probl\u00e8mes signal\u00e9s, tout en am\u00e9liorant continuellement mon service client.En tant que professionnelle hypoth\u00e9caire, je m&rsquo;engage \u00e0 maintenir un environnement de confiance [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\r\n<title>Politique de gestion des plaintes - Les Architectes hypoth\u00e9caires<\/title>\r\n<meta name=\"description\" content=\"L\u2019objectif de cette politique est de fournir un canal de communication clair et transparent pour les plaintes et diff\u00e9rends des clients.\" \/>\r\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<link rel=\"canonical\" href=\"https:\/\/www.tauxhypotheques.com\/index.php\/politique-de-gestion-des-plaintes\/\" \/>\r\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\r\n<meta property=\"og:type\" content=\"article\" \/>\r\n<meta property=\"og:title\" content=\"Politique de gestion des plaintes - 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