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We’re here to help. We will treat you with respect and courtesy and will do all we can to make sure you’re satisfied at all times with the help and guidance we give you. However, if for any reason you are not satisfied, please follow our complaints procedure as detailed below. We give our commitment that your concerns will be fully investigated.

Complaints Escalation – Step 1

If you have made a complaint and are not happy with our response, you should escalate your complaint to our team via email or mail:

en.complaint@remove-this.cps-datensysteme.de

Or the address from our imprint.

Please make sure you always add following information to your complaint escalation:

  • Your name and contact details
  • Referring ticket numbers (if appropriate)
  • The domain name(s) concerned (if appropriate)
  • A clear description of your concern or complaint
  • What steps you would like us to take to resolve the issue
  • Please write "Complaint escalation – step 1" clearly on the top of your letter or in the subject line of your email.

You will receive an acknowledgement within one working day and a final response within 10 working days. If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

Complaints Escalation – Step 2

If you are not satisfied with the response that you have received from our team you should escalate your complaint further to our management via mail:

Please use the address from our imprint.

Please make sure you always add following information to your complaint escalation:

  • Your name and contact details
  • Referring ticket numbers (if appropriate)
  • The domain name(s) concerned (if appropriate)
  • A clear description of your concern or complaint
  • What steps you would like us to take to resolve the issue
  • Please write "Complaint escalation – step 2" clearly on the top of your letter

You will receive an acknowledgement within one working day and a final response within 10 working days. If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

Our Commitment to Our Staff

We are committed to our customers and to providing the best service possible. We are also committed to providing a safe and appropriate working environment for our staff. Our staff have the right to be treated with respect and courtesy. We will not accept instances of verbal, written or physical harassment or abuse of our staff.

We reserve the right, where our staff are subjected to unacceptable conduct or communication, to restrict or refuse access to our services (e.g. we may ask you to only correspond with us in writing or to a specific contact).

What if I have suggestions or comments rather than a complaint?

We always welcome feedback on any aspect of our policy, procedures or services. If you would like to send us suggestions or comments please send these to en.info@cps-datensysteme.de and they will be passed on to the relevant department or project team ASAP.

Phone: +49 (0) 261 500 810 81
Fax: +49 (0) 261 500 810 91

Business hours
mo.-fr. from 9 a.m. to 5 p.m.

E-Mail: en.info@cpsds.de

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