Complaints Policy

1. How to complain

Complaints can be sent by email to info@lamerza-poland.com, by telephone on +48 797 043 351 during business hours, or by post to Wolbromska 18, Unit 1B, 53-148 Wrocław, Lower Silesian Voivodeship, Poland.

Please include your company name, the booking or invoice reference, a description of the issue, any supporting documents, and the outcome you are seeking.

2. Our response times

• Acknowledgement: within 2 business days of receipt
• Substantive response: within 14 calendar days
• Complex cases requiring carrier or insurer input: we explain the delay and respond within 30 calendar days

3. How we handle it

The complaint is logged and assigned to a responsible person who was not the subject of the complaint where that is possible. We review the file, the correspondence and any carrier documentation, and we set out our findings, the reasons, and any remedy in writing.

4. Escalation

If you are not satisfied with the outcome, you can ask for the case to be reviewed by the management board by writing to info@lamerza-poland.com with the subject "Complaint escalation". Escalated cases are answered within a further 14 calendar days.

5. If the matter remains unresolved

Unresolved disputes are governed by Polish law and submitted to the court having jurisdiction over our registered office in Wrocław, Poland, unless the parties agree another forum in writing.

Data protection complaints can also be addressed to the President of the Personal Data Protection Office in Warsaw, Poland.

6. Records

Complaints and their outcomes are recorded and reviewed periodically so that recurring issues are corrected in our processes.