Satisfaction & Complaints
Version effective from January 2022
Our commitment
At Eliama & Otileo BV, we are committed to delivering work of the highest standard. If you are not satisfied with any aspect of our services, we want to hear from you so that we can understand the issue and put it right.
How to submit a complaint
Complaints can be submitted by email to complaints@eliama.agency or in writing to Eliama & Otileo BV, Zavelstraat 84, 3010 Kessel-Lo, Belgium. Please include a clear description of the issue, the relevant project or agreement, and any supporting documentation.
Acknowledgement and resolution
We will acknowledge receipt of your complaint within two business days. We aim to propose a resolution within ten business days. If we need more time, we will inform you of the reason for the delay and the expected timeline.
Escalation
If you are not satisfied with the proposed resolution, you may escalate the matter by writing to the managing director at contact@eliama.agency. We will review the complaint at management level and provide a final response.
Dispute resolution and applicable law
This complaints procedure does not affect your legal rights. Any dispute relating to our services is governed by Belgian law and, subject to mandatory provisions, shall be submitted to the exclusive jurisdiction of the courts of Leuven, Belgium.