Your complaint is an opportunity for us to do better

At Pegamento, we work continuously to improve our services. Therefore, we have a clear, ISO-compliant procedure for reporting, investigating and resolving complaints and deviations. This procedure ensures transparency, careful follow-up and structural improvement of our processes and services.

What is a complaint?

A complaint is a formally communicated expression of dissatisfaction with our services or the way someone has been treated. Examples include:

• provided incorrect or incomplete information;

• excessive processing times;

• perceived unfriendliness or unprofessional behavior.

Complaints about, for example, prices or terms of offers are not covered by this procedure.

How can you report a complaint?

Complaints can be filed directly at: 📩 [email protected]

Is a complaint reported by phone or in person? Then a staff member still registers it in our system using the same e-mail address, so that every complaint is processed correctly.

Each report contains at a minimum:

• reporter’s name and contact information;

• date of notification;

• description of the complaint;

• persons involved and any direct actions.

How do we handle your complaint?

1. The complaint automatically enters our ServiceDesk ticket system.

2. Our ServiceDesk verifies that the report is complete.

3. The complaint will be assigned to a member of the management team.

4. The MT member carefully investigates the complaint, if necessary in consultation with the reporter and employees involved.

5. Within two weeks, the reporter will receive a reasoned feedback from our management.

Our starting point: provide an appropriate solution and prevent recurrence.