What will happen next?

We strive to provide excellent customer service and resolve our customer complaints as quickly and fairly as possible. In case our investigation takes more time than expected, we will get in touch with you to inform you of escalation options. In any case, we will provide our final answer in five working days and explain the assessment process and the decisions we have made.

We will do our best to resolve your complaint at the earliest opportunity and would ask you to provide a written confirmation that your claim has been addressed to your satisfaction.
Link: What will happen next?