Complaints & Appeals Procedure
You can submit both complaints in the form of criticism of behavior, communication, or procedure and appeals in the form of a request for review of a formal decision to IBU Verify GmbH.
Receipt & Confirmation
Upon receipt, we record your concern in writing and send you an email confirmation with information on validity and the further procedure.
Impartial Review & Decision
Your concern is examined professionally. The decision and approval are made impartially: complaints and appeals are reviewed and assessed by persons not involved in the relevant decision.
Result & Feedback
You receive a written statement on the result and, if applicable, information on corrective measures or changes to the service.
Escalation
If no agreement is reached, the program owner can be involved as an escalation authority for complaints. For appeals, legal recourse remains open to you.
Submit a complaint or appeal
You can submit complaints and appeals at any time. Select the appropriate type of concern in the contact form.
Open complaints and appeals form