# Complaints Procedure **Oros IT Support Limburg** aims to deliver the highest possible quality of service. However, if you are dissatisfied with the service provided or the way we have communicated with you, we want to hear about it and will take your complaint seriously. --- ## 1. Submitting a complaint You can submit a complaint via: - **Email:** - **Phone:** - **Post:** Kievitstraat 25, 6469 XX Kerkrade, Netherlands Please include in your complaint: - Your name and contact details - A clear description of the complaint - The date on which the issue occurred - Any attachments or supporting documents --- ## 2. Handling your complaint 1. We confirm receipt of your complaint within **2 business days**. 2. We aim to respond substantively within **10 business days**. 3. If more time is needed, we will inform you before the deadline. 4. We seek a resolution in consultation with you. --- ## 3. Confidentiality Complaints are handled confidentially. Information about your complaint is used solely to resolve it and to improve our service. --- ## 4. Record-keeping All complaints received are registered internally to monitor and improve the quality of our service. --- ## 5. No affiliation with a dispute resolution body Oros IT Support Limburg is a sole trader and is currently not affiliated with a recognised industry body or a Dispute Resolution Committee (Geschillencommissie) under the Dutch Out-of-Court Consumer Dispute Resolution Decree. If we cannot resolve the issue together, you can submit the dispute to: - The **competent civil court** in the district of Limburg, Netherlands. All agreements are governed by Dutch law. - If you are acting as a consumer: the **European ODR platform** (Online Dispute Resolution) at [ec.europa.eu/consumers/odr](https://ec.europa.eu/consumers/odr). Our email address for ODR purposes: . --- ## 6. Contact For questions about our complaints procedure, contact us at or call .