Process of the complaint/improvement procedure
First, you will receive confirmation of receipt of the complaint or your suggestion for improvement if it cannot be answered within three working days. We always try to process your complaint or suggestion for improvement as quickly as possible.
The specific duration of the individual processing of a complaint or a suggestion for improvement depends in particular on its complexity. In principle, we aim to respond within three weeks. If this is not possible, we will inform you of this and the reason for the delay in an interim message.
At the same time, we will inform you when the processing of your complaint or suggestion for improvement is expected to be completed. After the complaint or your suggestion for improvement has been closed, you will receive a comprehensive response to your complaint or your suggestion for improvement in a timely manner.
All incoming complaints or suggestions for improvement are registered electronically.