DOCLAIM COMPLAINTS POLICY

DoClaim wants complaints to be handled fairly, transparently and efficiently.

1. Contact us first

Email:

complaints@doclaim.net

Include:

• your full name;
• Claim ID;
• flight number;
• description of your complaint;
• supporting documents; and
• the outcome you are requesting.

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2. Our process

DoClaim will normally:

1. acknowledge receipt;
2. identify the relevant claim and records;
3. investigate the complaint;
4. request more information if needed;
5. provide a written response.

DoClaim aims to acknowledge complaints within 5 business days and provide a substantive response within 30 calendar days, where reasonably possible.

Complex complaints may take longer.

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3. Consumer complaints in Albania

Customers may have the right to contact the competent Albanian consumer-protection authority, including the Consumer Protection Commission, where applicable.

Using DoClaim's internal complaints process does not remove a Customer's statutory rights.

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4. EU consumers

Consumers resident in an EU/EEA country may have access to a competent national consumer authority or an applicable alternative-dispute-resolution body.

Where DoClaim is legally required to participate in a particular ADR mechanism, the relevant information will be provided.

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5. Privacy complaints

Privacy complaints may be directed to:

privacy@doclaim.net

Individuals may also have the right to complain to the competent data-protection authority.

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