Complaints Procedure

We are committed to providing a high standard of service to all of our customers. If you are dissatisfied with any aspect of our service, we want to resolve your concerns as quickly and fairly as possible.

Step 1 – Contact Customer Support

Please contact our Customer Support team with details of your complaint by email or by submitting a support ticket through your online account.

To help us investigate your complaint efficiently, please provide:

• Your account details
• A description of the issue
• Any relevant dates or supporting information
• Your preferred resolution

Our Customer Support team will review your complaint and aim to respond within 5 business days.

If we are unable to resolve your complaint at this stage, the matter will be escalated internally to a Customer Service Team Manager.

Step 2 – Escalation to Customer Service Team Manager

A Customer Service Team Manager will review your complaint and aim to respond within 5 business days.

We will provide our findings and proposed resolution in writing via email and continue working with you to try to reach a fair and reasonable outcome.

Step 3 – Final Internal Review

If your complaint remains unresolved, you may request a final internal review by the Customer Service Director.

Following this review, we will issue our final written response within 10 business days, including details of any further actions or resolutions proposed.

Independent Dispute Resolution

If we are unable to resolve your complaint directly, you may have the right to refer your complaint to an independent Alternative Dispute Resolution (ADR) body or relevant national regulatory authority, depending on the country in which the service is provided.

Where applicable, we will provide information about the relevant ADR scheme or competent authority available in your country upon request or within our final response.

Nothing in this procedure affects your statutory or legal rights under applicable national or European consumer protection laws.

United Kingdom Addendum (CISAS)

United Kingdom – Alternative Dispute Resolution

If you are a customer located in the United Kingdom and we are unable to resolve your complaint, you may be entitled to refer the matter to an independent Alternative Dispute Resolution (ADR) scheme operated by CISAS.

You may refer your complaint to CISAS if:

• 8 weeks have passed since the complaint was first raised and the issue remains unresolved; or
• We have issued you with a written deadlock notification confirming that no agreement can be reached.

CISAS provides an independent dispute resolution service for communications providers and consumers/small businesses.

Further information can be found at:
https://www.cedr.com/consumer/cisas/

France Addendum

France – Médiation des Entreprises

In the event of a dispute that cannot be resolved by our internal customer service team, the Business Customer may submit the dispute to the Médiateur des entreprises for free and confidential mediation.

Further information can be found at:
https://www.economie.gouv.fr/mediateur-des-entreprises

Netherlands Addendum

Netherlands – Dispute Resolution

Customers located in the Netherlands may have the right to refer unresolved disputes to an independent dispute resolution body or the relevant Dutch regulatory authority.

Where applicable, Brdy will provide information regarding the appropriate dispute resolution organisation available for the relevant service.

Further information regarding consumer rights and telecommunications disputes in the Netherlands may be obtained from:
https://www.acm.nl/en

Optional wording if Brdy later joins De Geschillencommissie:

“Unresolved disputes may also be referred to De Geschillencommissie.”

Albania Addendum

Albania – Complaints Escalation

Customers located in Albania have the right to escalate unresolved complaints to the Electronic and Postal Communications Authority (AKEP) if they remain dissatisfied following completion of Brdy’s internal complaints procedure.

Brdy aims to resolve complaints within 15 business days wherever possible.

Further information can be found at:
https://akep.al/

Luxembourg Addendum

Luxembourg – Regulatory Authority

Brdy operates under the supervision of the Institut Luxembourgeois de Régulation (ILR) for applicable services within Luxembourg.

Customers located in Luxembourg who remain dissatisfied following completion of our internal complaints process may contact the ILR for further information regarding their rights and available dispute resolution procedures.

Further information can be found at:
https://web.ilr.lu/EN/Pages/default.aspx

Germany Addendum

Germany – Verbraucherinformationen

Customers located in Germany may contact the relevant telecommunications or consumer authorities for guidance regarding dispute resolution rights where a complaint cannot be resolved directly.