Complaint and appeal guideline
Complaint and appeal instruction
Titan Operational Support regards any complaint as feedback on our services and it gives us the opportunity to improve our service. Therefore, we have prepared this guide to ensure efficient and confidential treatment in a fast and serious way.
A complaint may also be your appeal against previous processing of complaints that we have taken.
Your complaint must always be in writing, preferably via email to TOS@titan-wind.com. If you wish to appeal against our decision, please file the complaint within 8 weeks from the start date of the case in question or at least 8 weeks after a decision is made by TOS.
When you submit your complaint, please feel free to provide us with the following information:
- name and occupation
- company name and address (if necessary)
- contact information (email, phone, etc.)
- description of the complaint/appeal
Your complaint is processed by the Team Coordinators for the area or the respective Manager.
Employees who have been or are involved in the complaint / appeal cannot participate in decisions regarding the complaint.
Once we receive your complaint, you will receive a confirmation and a description of who is responsible for handling the complaint within 5 working days.
Once the complaint / appeal has been completed, you are informed immediately or no later than 1 working day after completion.
TOS handles all complaints / appeals in confidentiality.
All personal data that TOS may have in connection with the complaint / appeal will be handled in accordance with the EU Personal Data Regulation.