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Complaints Handling

Private and public companies, organisations and authorities can be the subject of complaints. The complaint follows a number of steps within an indicative timeframe, from assessment to mediation or investigation and statement by the Institution.

If your company is the subject of a complaint

As a company, authority or organisation it is important to know the complaints handling procedure and the possibilities for conflict resolution provided by this framework. As an example, the Mediation and Complaints-Handling Institution does not need to be involved at all if the parties can resolve the matter between them.

How to complain

As a petitioner, you have to be aware of the requirements to complaints. The Institution only deals with complaints that comply with these requirements. It is also important for the petitioner, as for the party who is the subject of the complaint, to know the options for conflict resolution available within the complaints handling framework.

Complaints handling

How to complain:

You can submit your complaint on this page. You can also e-mail us.

A complaint must contain the following information:

  • Who is complaining?
  • What has happened?
  • Are you complaining on behalf of others?
  • Your contact details
  • Documentation supporting the complaint