If you have a complaint, it is important that you receive response from us as soon as possible. Once we have received your complaint, you will also receive a confirmation. This will start the complaints procedure.
Next, your complaint will be considered. Within 14 days after receiving your complaint, your complaint will be dealt with and answered. You will receive a written response (by post or email, depending on your preference). In some cases additional information is required to respond to the request as adequate as possible. If more time is needed to properly handle the complaint, we will provide an indication of the period in which you can expect an answer as soon as possible.
Before submitting a complaint
On our website we provide as much information as possible, to be able to inform you as good as possible so you may find all the necessary information there. You can also contact us first about your question or complaint trough our customer service. This customer service can be reached by email, phone or fax. We will help you to solve your problem as soon as possible and strive to give response within 4 hours. By phone you will obviously be helped immediately.
Submitting your complaint
If you prefer to submit your complaint, you can do so by e-mail, fax or post.
You will soon receive a written response to your complaint. Within 5 days you will receive a confirmation of receipt, after which the complaint procedure is started.
For more information, please contact our customer service by phone at +49 (0)7236 279 2580 or via firstname.lastname@example.org