Complaints Procedure
At Digidentity we do everything we can to offer our customers high-quality and secure products. If you are unexpectedly not satisfied with our services, please follow the steps below to submit your complaint.
Submitting a Complaint
Complaints are handled exclusively by email. You can submit your complaint via our Service Desk by sending an email to helpdesk@digidentity.com. A Service Desk employee will respond within 14 working days of receipt. We cannot handle complaints by telephone.
Escalation to Second Line or Supervisor
If the Service Desk cannot resolve your complaint, you may request escalation to a second-line employee or Supervisor. They will also respond within 14 working days of receiving the escalation.
Escalation to the Client Service Manager
If the second line or Supervisor cannot resolve your complaint, you may request to escalate the complaint to the Client Service Manager. The Client Service Manager will continue handling your complaint by email and:
- confirms receipt of your complaint as soon as possible;
- may request additional information or documentation and will confirm receipt of this by email;
- provides a substantive response within 30 days, counted from the moment all required information has been received.
Contact Details
For other questions you can contact various departments. Click here for more information.