EULAR aims to provide the highest quality and service to all its customers and we value feedback (positive and negative) and comments. Should it seem that, in rare cases, a customer’s expectations were not met, the concern or complaint should be addressed to the following email: firstname.lastname@example.org.
Concerns/complaints will usually be addressed within one working week after receipt. In cases where a complaint needs more time to be evaluated, the customer will be informed of the reasons for the delay within one week.
If the issue cannot be solved by a EULAR employee directly in an appropriate way and to mutual satisfaction, an independent third party can be consulted as an arbitration committee. This committee consists of Professor Tore K. Kvien, Oslo, Norway, Prof. Bernard Combe, Montpellier, France and Professor Steffen Gay, Zurich, Switzerland. The decision of the arbitration committee will be provided within 4 weeks after the receipt of the complaint.
Complaints are always handled confidentially.
Complaints and their handling are recorded, these records are kept for 10 years.
The complaint procedure is made public on the ESOR website.