How to file a complaint?

A complaint is the expression of dissatisfaction towards a professional, regardless of the interlocutor or of the service to whom it has been addressed.

Do you have any questions or need technical support?

If you need help with your account, card payment disputes, changing your details or simply want to ask a question, we recommend contacting our Customer Service who is available every day and may be able to resolve your issue or concern.

If necessary our agents can also help you file a complaint. For more information please see: How to contact our Customer Service? (new tab)

Where to file a complaint?

We regret that you wish to file a complaint; we will investigate it thoroughly. Please make sure to include the following information in your complaint letter:

  • A clear description of the complaint
  • The date when the issue occurred
  • Supporting documents, screenshots
  • Preferred outcome
  • Your contact information
  • If your complaint is raised through a representative, a power of attorney is required 

For contact information on how to file a complaint, please refer to this document (new tab).

Additional information

A complete list of addresses can be found in our Imprint (new tab) section.