Policy for Resolution of Complaints from End Users
Purpose of the Policy
This Complaint Resolution Policy aims to establish a transparent and efficient framework for handling complaints filed by End Users in accordance with the applicable Romanian legislation and their rights in the context of using the products or services offered by SC Metal Tehnic Hidraulic SRL .
Definitions
– End User: Any individual or legal entity that uses the products or services of SC Metal Tehnic Hidraulic SRL in accordance with the Terms and Conditions set by the Company.
– Complaint: A written or verbal notification in which an End User expresses dissatisfaction or discomfort regarding the products or services offered by the Company.
Filing Complaints
End Users can submit complaints in writing through the communication channels provided by SC Metal Tehnic Hidraulic SRL, including but not limited to contact forms on the Company’s website, dedicated email addresses, or dedicated phone lines.
Resolution Process
4.1. Confirmation of Receipt of Complaint
SC Metal Tehnic Hidraulic SRL undertakes to confirm the receipt of each complaint within 14 days from its submission and provide a reference number for further tracking.
4.2. Evaluation of Complaint
SC Metal Tehnic Hidraulic SRL will conduct a comprehensive and impartial evaluation of the complaint, taking into account all relevant information and documents provided by the End User. The Company is committed to adhering to Romanian legislation and applicable standards during the evaluation process.
4.3. Resolution of Complaint
SC Metal Tehnic Hidraulic SRL will take necessary measures to resolve the complaint as soon as possible. In case the Company identifies deficiencies in the provision of its products or services, it will make efforts to rectify the situation and provide appropriate solutions to the End User.
Communication of Result
SC Metal Tehnic Hidraulic SRL commits to communicating the result of the complaint evaluation to the End User within 30 days from the receipt of the complaint. The communicated result will include the Company’s decision regarding the complaint, as well as the reasons that led to this decision.
Right of Appeal
If the End User is not satisfied with the outcome of the complaint resolution, they have the right to appeal within 30 days from the receipt of the result communication. The appeal will be examined by an independent team designated by SC Metal Tehnic Hidraulic SRL.
Confidentiality
All information provided during the complaint resolution process will be treated confidentially in accordance with the legislation on personal data protection.
Policy Updates
SC Metal Tehnic Hidraulic SRL reserves the right to update or revise this Complaint Resolution Policy at any time in accordance with changes in applicable legislation and to reflect best practices in the field of complaint resolution.
This Policy has been formulated to ensure that the rights of End Users are respected in the process of complaint resolution, in accordance with the applicable Romanian legislation. SC Metal Tehnic Hidraulic SRL is committed to adhering to the provisions of this Policy and providing a transparent and fair process for resolving complaints from End Users.
