You have the right to submit a complaint free of charge. Complaints may be made in the language used for our services or in any official language of a Member State of the European Union. You can contact us through the website form, the client portal, by e-mail, or by post. The form is optional; any written description of your concern is accepted.
Once received, your complaint is registered in our case management system and assigned a unique reference. An acknowledgement is sent within two business days. It states the date and time of receipt, your case reference, how to contact the responsible handler or department, and the timetable for our response. For post, we scan and register the letter on arrival and then send the acknowledgement within two business days.
We aim to provide a final response within fifteen business days of receipt. If the matter is exceptionally complex, you will receive an interim update by the fifteenth business day explaining the reason for delay and setting a final deadline that does not exceed thirty-five business days from receipt. We may request additional information only if it is essential and not already in our possession; if you prefer not to provide more, we proceed with the material available.
Our decision is sent in writing no later than one business day after the review concludes. It explains what we found, the outcome, and any corrective measure or redress and possible remedies, about which we will inform you in our decision in detail. If you remain dissatisfied, you may request an internal review, use an available alternative dispute resolution scheme, or contact the competent supervisory authority in your Member State. Details are provided in the decision and on the complaints page.
All correspondence is clear and in plain language and uses the same channel as your submission unless you ask otherwise. Your information is handled confidentially. Records of the complaint, communications, and the outcome are retained securely for at least seven years, with controlled access and full audit trails. Our complaints page is mobile-responsive and accessible; if any digital channel is unavailable, we post a notice and continue to accept complaints through the remaining channels without affecting timelines.