Complaints Procedure

Dear customer!

Your satisfaction is our highest priority. If you are not satisfied with the level of service provided by us, we will try to resolve this as soon as possible. If you consider that you have cause to complain, you can use the address and contact data given in the imprint of our website. The complaint can be submitted in writing by letter, fax or e-mail.

We aim to resolve your concerns. If we receive a complaint from you, we will promptly acknowledge receipt and inform you about the complaint handling procedure and the approximate processing time. Should we detect that your complaint concerns a subject for which we are not responsible, we will inform you immediately and, as far as possible, inform you of the competent authority.

We will endeavour to resolve your complaint at the earliest possible stage and will thoroughly investigate the matter. If this is not possible, we will inform you of the reasons for the delay and when the investigation is likely to be completed. On demand, we will provide you with all notifications and information in writing. If we are unable to respond to your request, or are unable to do so in full, we will explain the reasons for the delay and point out any possible ways in which you can pursue your request.