Complaint
Promised local representation, delivered remotely: the provider is not on the ground either
In the reported cases all communication runs remotely by e-mail and Zoom; nobody is present in an office or at the register while a step is carried out. What is sold to a customer who does not live in Estonia is the assurance of representation on the ground in Estonia; what is received is another remote service. For steps that need follow-up on site (registry, service of documents, official mail) the customer does not know who is where. Registered-address details are public and listed on the company network page. (Opinion: a structure that sells local representation and delivers a remote service is not providing the essence of what the customer paid for.)
This card describes a complaint type rather than one incident; details may vary from report to report.
How to recognise this situation
- There is no office or counterpart in Estonia you could visit.
- How official correspondence reaches you is not defined.
- All communication runs only by e-mail and online calls.
Questions to ask the provider
- Who receives official notices, and within how many days do you forward them to me?
- Can you give an address and a person for a meeting in Tallinn?
- Where can I see scanned copies of the notices?
What to do about this type of complaint
Ask for the name and direct e-mail of the person preparing the report; confirm every call in a dated message. If replies stop, send one written formal notice and make sure your company’s registry and tax access no longer sits with the provider.
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