Complaints management

We want you to be satisfied with our services in the long term. In the event that you still have reason to complain, we have set up a complaints office.

Our goal is to work together with you to find a mutually acceptable solution. The aim of our complaints management system is to ensure a swift and satisfactory resolution to your problem.

Please find our complaints management principles below:

Procedure for complaints

We use cookies to ensure the proper functioning of our website. You may also accept optional services to enhance the user experience and cookies for statistical purposes as part of your data protection settings.

You can also reject all settings.

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Data protection Legal notice

These cookies are required for our website to function as well as for security purposes and cannot be disabled in our systems. Usually, these cookies are only set in response to actions you take by transmitting a service request, such as setting your privacy preferences, logging in, or filling out forms. You can set your browser to block these cookies or to notify you about these cookies. However, in this case some areas of the website may not work.

PHP session cookie and CSRF session cookie

We use so-called session cookies (also called non-persistent or transient cookies) on our website. These session cookies are stored exclusively for the duration of your use of our website. The session cookies we use are on the one hand used to identify you while you are logged on to our website. On the other hand these are used to protect you and us from cross site request forgery. At the end of each session the session cookies are deleted. There is no further use of the session cookies.

These cookies are essential for the function of our website and cannot be deactivated in our systems. Usually, these cookies are only set in response to actions you take by transmitting a service request, such as setting your privacy preferences, logging in, or filling out forms. You can set your browser to block these cookies or to notify you about these cookies. However, in this case some areas of the website may not work.

The use of these session cookies is based on Art. 6 Para. 1 (f) of the GDPR and on the basis of Section 25 (2) TDDDG. Without the use of these cookies, it is technically impossible for you to request, access and use the website.

Cookie name: PHPSESSID - necessary for execution
Cookie name: csrf_https-contao_csrf_token - necessary for preventing cross site request forgery

Configuration of the data protection settings

Local values (“localStorage”) are stored in your browser to store the configured values of the data protection settings/cookiebar. No personal data is collected for this purpose.

contao-privacy-center.hidden - Necessary for storing the visibility of the cookiebar
contao-privacy-center.state - Required for saving the settings made in the cookiebar

Optional services improve the experience of our website for you as a user. Please find further information on the use of the data of our Data Protection Declaration.

Google Maps

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Google Maps is an online map service provided by Google LLC, a US company. We use it for the presentation of our locations.

These cookies enable us to count visits and identify sources of access in order to determine and improve the performance of our website. They help us to identify which pages are most popular, which are least used and how visitors move around the website. All information collected by these cookies is aggregated and therefore anonymous. If you do not accept these cookies, we are not able to know when you visited our website. We may also use performance cookies to provide us with information about error messages (if so, where and after which events), loading times or the behaviour of the website with different browser types. These cookies may also be so-called third-party cookies. For more information on the personal data processed within the framework of our website, please refer to our data protection declaration.

Matomo

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Provider: InnoCraft Ltd. hosted by Berlin Hyp

We use the analysis tool Matomo (formerly “PIWIK”). In this context, cookies are used, which generate information about your use of this website such as browser type and version, operating system used, host name of the accessing computer and time of the server inquiry.

This information enables us to count website visits and determine sources of access in order to detect website errors, determine the performance of our site and thereby optimise and design the website to meet your needs. By using the analysis tool, we get information about which pages are most popular, which are least used and how visitors move around the website. All information collected by these cookies is aggregated and therefore anonymous. The IP addresses are generally anonymised, so that an assignment to the actual user is not possible.

If you do not agree with the storage and evaluation of this data from your visit, you can refuse the storage and use of this data at any time by clicking above. In this case a so-called opt-out cookie is stored in your browser, which means that Matomo does not collect any session data. Please note that complete deletion of your cookies means that the opt-out cookie is also erased and may have to be reactivated by you.

Name	Type	Purpose	Expiration
_pk_id	Cookie	Differ users	after 1 year(s)
_pk_ref	Cookie	The referer website	after 0,5 year(s)
_pk_ses, _pk_cvar, _pk_hsr	Cookie	Temporary session storage	after 30 minute(s)