We are here to help you. We will treat you with courtesy and respect and do everything we can to satisfy you with our help and guidance. If for any reason you are not satisfied, please follow our complaints procedure on this page. We will investigate and handle your concern with care.
Complaint escalation – Step 1
If you are not satisfied with the response to your complaint, please escalate your complaint to our team by email or post:
en.complaint@cps-datensysteme.de
or by post to the address given in our legal notice. Please ensure that you include the following information with your complaint:
- Your name and contact information
- Reference to the ticket number (if available)
- The domain name(s) in question (if applicable)
- A clear description of your complaint
- What steps you expect us to take to resolve your complaint
- Please clearly state “Complaint Escalation – Step 1” in the title of your complaint letter or in the subject line of your email
You will receive an acknowledgement of receipt within one working day and a final response within 10 working days. If the situation requires a longer investigation, we will contact you within 10 working days to let you know. You will also be given a timeframe by when you can expect our response. We will also archive your complaint in order to monitor the number and type of complaints we receive.
Complaint escalation – Step 2
If you are not satisfied with the response from our team, please escalate your complaint to our management by post: Please use the address from our legal notice. Please ensure that you include the following information with your complaint:
- Your name and contact information
- Reference to the ticket number (if available)
- The domain name(s) in question (if applicable)
- A clear description of your complaint
- What steps you expect us to take to resolve your complaint
- Please clearly state “Complaint Escalation – Step 2” in the heading of your complaint letter
You will receive an acknowledgement of receipt within one working day and a final response within 10 working days. If the situation requires a longer investigation, we will contact you within 10 working days to let you know. You will also be given a timeframe by when you can expect our response. We will also archive your complaint in order to monitor the number and type of complaints we receive.
Commitment to our employees
We are committed to our customers and want to provide the best possible service. However, we are also committed to providing our employees with a safe and appropriate working environment. Our employees therefore have the right to be treated with respect and courtesy. We do not accept verbal or written insults or harassment of our employees.
We reserve the right to restrict the processing of requests where communication is unacceptable or to deny access to our services (e.g. Requirement for written communication only or use of a specific contact)
What if I have suggestions or comments instead of a complaint?
We always welcome your feedback on any aspect of our company policy, processes or services. You are invited to send us your suggestions or constructive comments to the e-mail address de.info@cps-datensysteme.de. Your request will be promptly forwarded to the appropriate department and answered.