Complaints Handling
Information on handling complaints
Dear Customer,
Your satisfaction is our top priority. However, if you have a reason to complain, you have the option to submit a complaint to us.
How can you submit a complaint?
Complaints can be submitted to us in writing by letter, fax or email. You can use the address and contact details provided in the imprint of our website.
How do we process your complaint?
Acknowledgment of Receipt
When we receive a complaint from you, we confirm receipt and inform you of the expected processing time. If we determine that we are not responsible for your complaint, we will inform you immediately and, if possible, inform you of the responsible authority.
Review and Processing
We review your complaint comprehensively and strive to respond as quickly as possible. If this is not possible, we will inform you of the reasons for the delay and when the review is expected to be completed.
Notifications
At your request, we will provide you with all notifications and information in writing.
Explanation of the Decision
If we are unable to fully or partially address your concern, we will explain the reasons for this and inform you of any options available to you to pursue your concern further.