Complaints Procedure

This document was originally written in German. Translations into other languages are for convenience only. In the event of discrepancies or inconsistencies between the German version and a translation, the German version shall prevail.

1. Introduction

UDAO strives to provide an open and fair platform where all users feel heard and respected. The complaints procedure is an essential part of this commitment. It provides a structured method for users to raise concerns or issues that may arise while using our services. This procedure is designed to be transparent, accessible, and fair while protecting the privacy of all parties involved.

2. Accessibility

UDAO attaches great importance to ensuring that the complaints procedure is accessible to all users:

• Accessibility: We ensure that users can submit complaints through various channels, including our website, mobile apps, and direct support contacts.
• Ease of Navigation: The complaint submission process is easy to navigate and supported by clear instructions.
• Support: Users who need help with submitting a complaint can get support from our customer service team.

3. Transparency of The Complaints Process

UDAO is committed to transparency throughout the complaints process:

• Process and Timeframe: Each step of the complaint process will be clearly outlined, from submission to resolution. Users are informed about the expected duration of the process and the next steps.
• Communication: During the process, we keep users informed of the status of their complaint and ensure that they are aware of possible outcomes and decisions.
• Documentation: All complaints and associated actions are documented to ensure consistency and fairness in the handling of all cases.

4. Fairness in The Complaints Procedure

UDAO ensures fair treatment of all complaints:

• Impartial Review: Every complaint is reviewed by an independent team that was not directly involved in the reported incidents.
• Equal Opportunities: All users have the right to be heard. Complaints are handled without prejudice or favoritism.
• Justification of Decisions: UDAO ensures that all decisions made as part of the complaints process are well reasoned and understandable.

5. Data Protection in The Complaints Procedure

The privacy of users is of the utmost importance to UDAO:

• Protection of Personal Data: All personal information provided as part of the complaints process will be protected and treated confidentially in accordance with our Privacy Policy.
• Restriction of Access: Only employees who are responsible for processing complaints have access to the complaint information.
• Confidentiality: Information about the complainants and the content of the complaints will not be shared with third parties without the express consent of the parties involved.