Customers and potential customers can file complaints at no charge.
Complaints will be reviewed and their receipt will be acknowledged without undue delay.
All complaints will be forwarded to the Legal Department without undue delay.
In collaboration with the Legal Department complaints will be investigated competently, diligently and impartially and assessed fairly, consistently and promptly.
After an official sign-off from the Legal Department:
the complainant will be informed about the further handling of the complaint in a clearly, plain language that is easy to understand. This includes i.a. information about the expected time frame to handle the complaint if possible/foreseeable.
the answer to the complaint will be communicated to the complainant in a reasonable time and manner and - if feasible - include an explanation of the decision and information about further options, which includes in particular possible alternative dispute resolution options
The handling of the complaint process will be documented.
Complaints will (if justified and/or possible) be treated confident