Every dissatisfaction with any part of our services.
Please talk to a member of our staff, preferably in the department you are complaining about, or through your usual technical/commercial contact which will try to solve any problem immediately.
Alternatively, you can complain in one of the ways listed below:
When complaining, please provide us with:
We will try to solve your problem as quickly as possible.
Telindus will gather and investigate all relevant evidence and information in relation with your complaint.
Telindus will provide an answer without undue delay and in any case, within a period which may not exceed one month between the date of receipt of your complaint and the date on which the answer has been sent.
If an answer cannot be provided within this period, Telindus will inform you of the causes of the delay and will indicate the date on which its examination is likely to be achieved.
If you did not obtain an answer or a satisfactory answer at the level you submitted your complaint to in the first instance, Telindus’ complaint handling procedure gives you the possibility to rise the complaint up to the company’s management level (upon written request).
If the complaints handling at the management level did not result in a, for you, satisfactory answer, we will provide you with a full explanation of our position concerning the complaint and inform you in written form of the existence of the out-to-court complaint resolution’s procedure at the CSSF.
A copy of the related CSSF 16-07 regulation and the different means to contact the CSSF to file a request are published on the CSSF’s website: www.cssf.lu.
Our complaints handling procedure is governed and defined in full compliance with the provisions of the PFS regulation. It reflects the concern for objectivity and search for truth and enables the identification and mitigation of any possible conflict of interests.