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. The decision of the arbitration committee will be provided within 4
weeks after the receipt of the complaint.
Complaints are always handled
Complaints and their handling are recorded,
these records are kept for 10 years.
The complaint procedure is made public on
the ESOR website.