About the Complaint System
In accordance with Regulation (EU) 2019/1150 of the European Parliament and of the Council,
we provide Providers (landowners and rental owners) with a free and easily accessible
internal complaint-handling system.
What complaints can you file?
Through this system, you can file complaints concerning the following issues:
- Alleged non-compliance with obligations under Regulation 2019/1150 – if you believe that the Operator is not fulfilling its obligations set out in Regulation 2019/1150 that affect you
- Technical issues – directly related to the provision of services under the User Account Agreement that affect you
- Measures or conduct of the Operator – directly related to the provision of services under the User Account Agreement that affect you
How does the system work?
- Submit a complaint via the online form
- You can attach relevant files and documents
- Our team will review the complaint and begin resolving it
- You will be informed about the progress of the resolution
- You can communicate with our team directly within the complaint
- Upon resolution, you will receive a final response
Availability and response
The system is available 24/7 for filing complaints. We strive to resolve complaints
as quickly as possible. We will inform you about the progress of the resolution via
email and directly in the system.