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Complaints and appeals policy Pumpedu s.r.o.

How to complaint

If you wish to make a complaint, you can do so by e-mail, letter or telephone. All complaints should be submitted within 30 days of the date on which the complaint arose or within 30 days of the date on which you discovered the event.

We appreciate your feedback

Pumpedu s.r.o. is committed to providing transparent and accessible services of high quality to all our customers. We welcome all your knowledge and comments regarding the quality of our communication and services.

We recognize that our services may not always be 100%, and our Complaints Policy is for such cases. If you have any comments or complaints, we'll be happy to share them with us. Only then will we be able to learn from our mistakes and provide services of the highest possible quality.


Regardless of what your complaint is about or the way you contacted us, the complaint will be dealt with in all seriousness and impartially. We strive to respond to your complaint within 2 business days and resolve it completely within 30 days. In more complex cases, or if your complaint is escalated, longer time limits may apply, of which we will inform you during the communication. We will explain to you what happened and why, and take steps to remedy the situation.

Complaint handling

Our goal is to solve most problems right away. If possible, the employee you communicate with will seek immediate redress. In some cases, it will be necessary to contact other colleagues. We will provide you with further details when handling your complaint.

In case of an error on our part, we always:

  • strive to take responsibility and a sincere apology
  • try to explain the event that occurred and why
  • seek Immediate Correction, if possible
  • strive to learn from the situation to improve our services.


Your complaint will be processed in accordance with our GDPR policy. Information about you will be shared internally only when necessary to investigate and resolve your complaint. We will only disclose your data to third parties with your consent or if required by law.

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