As soon as you submit your complaint, a clearly structured process begins:
1. Publication and Transparent Documentation
After submission, your complaint will be published on our platform. This ensures that the process is documented transparently and that the current status of your complaint remains traceable for you and other users at all times.
2. Forwarding to the Company
Depending on the contact details we have on file for the respective brand, your complaint will be forwarded in different ways:
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Email forwarding: If an email address is available, we will forward your complaint, including the contact details you provided (name, email address, and, if applicable, customer number), directly to the responsible customer service department.
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Postal delivery: If a postal address is available, you may optionally instruct us to send your letter by mail on your behalf.
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Self-sending as PDF: Alternatively, you can download your complaint as a PDF at any time, print it yourself, and send it independently.
3. Processing by the Company
After receiving your complaint, the company independently decides how to proceed:
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Direct and confidential contact: Many companies use the transmitted contact details to reach out to you directly by email or phone. This allows for a discreet resolution of your issue while maintaining data protection.
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Public response: Alternatively, the company may respond publicly to your complaint directly on our platform.
Voluntary participation and impact on reputation:
Companies are under no obligation to respond publicly on our platform or to be active there. If a brand chooses to communicate exclusively in private or not to engage publicly, this has no impact on its reputation. Many companies with very high service standards deliberately prefer direct, non-public communication to resolve issues.
4. Completion and Customer Service Rating
The option to submit your final rating is activated either once the company has posted a public response or after a period of 7 days has passed.
In the final step, you rate the customer service on a scale from 0 to 10 points. You also indicate whether your issue was resolved and whether you would recommend the brand.
If no public response was posted on the platform, you can additionally specify whether the company contacted you outside the platform – for example, by email or phone.
This process ensures that a brand’s service quality is reflected objectively and fairly in the overall rating – even if the resolution took place exclusively through direct, non-public communication.