Complaints procedure
Your feedback matters. Here we describe how we handle your enquiries and complaints.
1. How to file a complaint
You can file a complaint by email at info@hupoteeklaen.ee, via the form below, or in writing at our office. Please describe the situation, the contract number (if any) and the outcome you expect.
2. Response time
We usually confirm receipt within 2 business days. We provide a substantive reply as soon as possible and no later than 15 business days. If a reply exceptionally takes longer, we will inform you of the delay and the reason.
3. Escalation
If our proposed solution does not satisfy you, you may turn to the Consumer Disputes Committee (ttja.ee) or the court.
4. Contact bodies
Consumer Disputes Committee — ttja.ee; Data Protection Inspectorate — aki.ee. The EU ODR platform is also available for out-of-court resolution.