Information on dealing with complaints

Dear Customer,

Your satisfaction is our highest priority. However, if you are not satisfied with our activity, you have the option to file a complaint with us.

The complaint can be submitted in writing by letter, fax or e‑mail. You can use the address and contact details given in the imprint of our website. Additional information can be found here.

If we receive a complaint from you, we will promptly acknowledge receipt and inform you about the complaint handling procedure and the approximate processing time. If we discover that your complaint concerns an item for which we are not responsible, we will promptly inform you of this and, if possible, notify you of the relevant department.

We will thoroughly review your complaint and endeavor to respond as soon as possible. If this is not possible, we will inform you of the reasons for the delay and when the test is expected to be completed.

Upon request, we will give you all notifications and information in writing.

If we are unable or unable to fully comply with your request, we will explain the reasons for this and point out possible ways in which you can continue to pursue your request.