The following basic requirements must be met before a dossier can be submitted:

• The customer has submitted their complaint / claim to the service provider
• The customer has not received a response or no amicable solution has been found with the provider

Procedure

• Intervention with the ombudsman's office by submitting the complaint form, by email or by post. For this we require all documents such as booking confirmation, invoice and correspondence between both parties
• The ombudsman's office can also be contacted by telephone for preliminary clarification.
• Receipt of an acknowledgement of receipt by the ombudsman's office and/or
• Review of the complaint by the ombudsman's office within 1 working week
• In more complex cases, contact is made with all parties involved for factual clarifications and queries
• Final statement by the ombudsman's office (usually within 1 month)

Please note that incomplete personal data or documents cannot be processed! Submitted documents will not be returned. We therefore ask you not to send us any original documents!

And this is how the online form works

1. Enter the sender
2. Enter details of the booking data
3. Facts with proof: complaint, claim, status of negotiations, reason for refusal
4. Conclusion

To the online complaint form