Complaints
Something wrong?
Let me know.
Submitting a complaint
If you are dissatisfied with my work, communication, conduct or administration, you can submit a complaint in writing by email. This also applies when you have worked with me through an intermediary.
Send your complaint to a.eid7801@gmail.com. Include your name and contact details, the date of the service, a factual description of the complaint and, if possible, your preferred resolution. Please do not initially attach case files or sensitive client information. If additional information is needed, we will agree on a suitable way to share it.
Acknowledgement and response
for acknowledgement
target for a substantive response
I acknowledge receipt in writing within five working days. I aim to provide a substantive response within fourteen working days of receipt. If more time is needed, I will explain why and when you can expect a response.
Review and resolution
I review the complaint carefully and request additional information if needed. You will receive my position and, where appropriate, a proposed resolution. Where an intermediary is involved, we will coordinate the handling of the complaint as necessary.
This internal procedure does not restrict other complaint channels or statutory rights. For complaints within the scope of the Wbtv, information about the applicable procedure is available from Bureau Wbtv.
Confidentiality and records
Complaints are handled confidentially. The record contains only relevant details: receipt date, commissioning party, a factual description, steps taken, outcome and closure date. Information is shared only as needed to handle the complaint or to meet a legal obligation.
Retention and improvement
Complaint records are retained for at least 2 years after closure, unless a longer legal, tax or contractual interest applies. The need for further retention is then reviewed. Findings are used to improve the service.