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Complaint handling procedure
Complaint handling procedure
Pablo Prevot avatar
Written by Pablo Prevot
Updated over a week ago

In the unfortunate event that you are dissatisfied with the services of October, you can file a complaint. We ask you to use the standardised form that you can download here, to efficiently handle your complaint. Please fill out the form in Dutch, English, French, German, Italian or Spanish and send it to [email protected]

The Customer Success team will review your complaint and acknowledge its receipt within 10 working days, indicating the expected handling time and the contact details of who handles the complaint.

To process your complaint, we need at least your contact details and a clear description of the complaint. Please support your complaint with any references, logs, etc. If we do not have enough information to process your request, we will inform you within 10 working days after the receipt of the complaint.

In principle, we will notify you of our decision on the complaint within 2 months after the acknowledgement of its receipt. However, in exceptional situations, the decision on your complaint may not be provided within this timeframe. In this case, we will clearly inform you about the causes of the delay and specify the deadline for delivering the outcome.

Your complaint will be filed in our complaint register. We will store it for a period of 5 years.

You can file a complaint free of charge.

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