Complaints procedure · 投诉流程
Tell us what went wrong — by the contact form (topic: Complaint), by email, or by phone. You will receive a reference and an acknowledgement within two working days.
请通过联系表单（主题：投诉）、邮件或电话告知我们问题所在。您将在两个工作日内收到编号和确认回复。
A member of staff not involved in the matter will investigate and reply in writing within fifteen working days, with our final response within eight weeks at the latest.
由未参与该事项的工作人员进行调查，并在十五个工作日内书面回复，最终答复最迟在八周内作出。
If you are not satisfied with our final response, you may be able to refer the matter to an independent scheme or to court. We will tell you which applies in our final response.
如您对最终答复不满意，可将事项提交独立机构或法院。我们将在最终答复中说明适用途径。