Complaint
No complaints channel: no unit, process or form for objections
In the reported cases there is no defined way for the customer to lodge a complaint: no complaint form, no separate address, no response time, no impartial review. The complaint goes by e-mail to the same person who provides the service and can stay unanswered there. The customer is not told where and how a complaint can be escalated (supervisory authority, consumer dispute committee, court). (Opinion: with a provider that has no complaints channel, the only recipient of the customer’s objection is the person who caused it.)
This card describes a complaint type rather than one incident; details may vary from report to report.
How to recognise this situation
- The website has no unit, form or process for complaints or objections.
- Your objection goes back to the person who made the sale.
- No reference number or reply time is given for the complaint.
Questions to ask the provider
- To which address should I send a formal complaint or objection?
- Who reviews complaints, and within how many days do you reply?
- Can you give my complaint a reference number?
What to do about this type of complaint
Reporting or sanction talk raised during a fee negotiation is not a legal step but a means of pressure; keep the correspondence and answer with a calm, short notice. If your records are in order there is nothing to do; the real routes are a payment-channel dispute and, if needed, the payment order procedure.
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