Complaints handling

A complaint is useful information. This procedure describes how we receive it, how we handle it, within what timeframes, and what you can do if our answer does not satisfy you.

1. Our commitment

R-Lab SARL undertakes to handle every complaint seriously, impartially, confidentially and free of charge. No complaint is dismissed on grounds of its form. No fee is charged for handling it.

2. Who may file a complaint

Any natural or legal person affected by our activities may file a complaint: client, user of a platform deployed at a client, prospect, candidate, partner, supplier or third party.

3. What this procedure covers

This procedure applies in particular to complaints concerning:

• the quality, timing or content of a service;
• the operation of the Angèle platform or of a component we supply;
• the commercial relationship, invoicing or performance of a contract;
• the conduct of an employee or of a contributor mandated by us;
• the processing of your personal data;
• the security, confidentiality or integrity of information entrusted to us;
• content published on our website or in our material.

Where a complaint concerns a third-party solution subscribed to directly by you with its publisher, we direct you to the competent contact and inform you accordingly. We remain available to facilitate the introduction.

4. How to file a complaint

You may file a complaint:

• by e-mail to pmroche@rcarre.com, with "Complaint" in the subject line;
• by post to R-Lab SARL, 38 Parc d'activités de Capellen, L-8308 Capellen, Grand Duchy of Luxembourg, for the attention of management;
• through the contact form on the website, selecting the topic matching your request.

You may file a complaint in French, English or German.

5. What your complaint should contain

To enable us to handle your complaint effectively, please state:

• your identity and contact details, so that we can reply;
• where applicable, the organisation you represent and your capacity;
• the precise subject of the complaint and the facts, with dates;
• any useful references: contract, order, invoice, ticket, previous exchanges;
• any supporting documents you hold;
• what you expect from us.

An incomplete complaint is nevertheless registered. We come back to you for the missing information.

6. How it is handled

1. Registration. Every complaint is recorded in an internal register, with its date of receipt, its subject and the person appointed to handle it.
2. Acknowledgement. We confirm receipt of your complaint and tell you the name of your contact and the expected handling time.
3. Investigation. We analyse the facts, consult the people concerned and, where the complaint involves a service performed by an ecosystem partner, we approach them for their position.
4. Response. We send you a written, reasoned response setting out the findings, the action taken and, where applicable, the corrective measures adopted and their timing.
5. Closure and follow-up. The complaint is closed after your reply or on expiry of a reasonable period. Corrective measures are followed up until effectively implemented.

7. Timeframes

• Acknowledgement: within five working days of receipt.
• Substantive response: within one month of receiving the complete complaint.
• Complex cases: if the investigation requires more time, we inform you before the end of the one-month period, stating the reason and the new expected date, which may not exceed three months in total.

8. Internal escalation

If your complaint has not received a response within the announced timeframe, or if the handling appears unsatisfactory to you, you may request a review by the management of R-Lab SARL.

That request should be sent by post to R-Lab SARL, 38 Parc d'activités de Capellen, L-8308 Capellen, Grand Duchy of Luxembourg, for the attention of the management, marked "Complaint review" and quoting the reference of your original complaint. Using the postal channel ensures the request is handled at a level distinct from the one that investigated the complaint.

The review covers the investigation carried out, the response given and the action taken. You receive a written reply within one month of receipt of your request.

9. If our answer does not satisfy you

Filing a complaint and having it handled does not deprive you of any legal remedy.

If you are a professional, the dispute resolution clause in our general terms of sale applies: amicable resolution first, then jurisdiction of the courts of the judicial district of Luxembourg.

If you are a consumer within the meaning of Luxembourg law, you may use out-of-court dispute resolution through a competent mediation body. The European online dispute resolution platform, established by Regulation (EU) 524/2013, is available at ec.europa.eu/consumers/odr.

10. Complaints about personal data

Requests and complaints concerning the processing of your personal data are handled in accordance with the privacy policy and addressed to pmroche@rcarre.com.

Regardless of our response, you have the right to lodge a complaint with the Commission nationale pour la protection des données (CNPD), 15 boulevard du Jazz, L-4370 Belvaux, Grand Duchy of Luxembourg, or with the supervisory authority of your habitual residence or place of work.

11. Confidentiality and no retaliation

Information provided in the context of a complaint is treated confidentially and shared only with those whose involvement is necessary to the investigation.

No adverse measure will be taken against any person on account of filing a complaint in good faith, whether client, user, partner, candidate or employee.

12. Follow-up and continuous improvement

Complaints received are subject to periodic review by management. That review aims to identify recurring causes, decide on structural corrective actions and improve our services, our documentation and our processes.