If you think we have made a mistake and would like to make a complaint, you can count on us to take your complaint seriously. This document describes the steps we are taking to resolve the matter.
You can also submit your complaint by phone, e-mail, internet form or letter at the contact details below.

1st step

Contact customer service with your complaint. You can do this by phone, e-mail or letter, or via the online form on our contact page.
Our employee requests relevant information about your complaint and the solution.
The goal of the customer service is to solve the problem directly in cooperation with you, preferably during the first phone call or within 5 days in the case of a complaint submitted by e-mail. If they are unable to resolve the issue, the complaint will be forwarded internally to the group manager for further action.

Step 2

If the team leader is currently unavailable, they will try to contact you within 3 working days to resolve the issue. If they cannot reach you by phone, they will contact you in writing, outlining their findings and what they can do to resolve the issue.

Step 3

In the rare cases where a solution cannot be found even after referral, you have the option to forward your complaint to the head of department for review. The head of department will send the final written answer within 10 working days, as well as any new proposals for measures.