Juridisks

Effective date: 2025-06-01

At Egram SIA (“we”, “us”, “our”), we strive to provide high-quality services and maintain transparency, fairness, and accountability in all customer interactions. This Complaints Policy outlines how you can raise a concern or complaint and how we will handle it.

1. Purpose

The purpose of this policy is to:

• Provide a clear and fair process for handling complaints

• Ensure complaints are acknowledged, investigated, and resolved promptly

• Improve our services based on feedback and issues identified

2. What Is a Complaint?

A complaint is any expression of dissatisfaction from a customer or user about:

• The quality of service provided

• Delays or failure in delivering services

• Staff conduct or communication

• Technical or system issues

• Data protection concerns

3. How to Submit a Complaint

You can submit your complaint using any of the following methods:

• Email: [email protected]

• Online: via the contact form on our website https://egram.lv

• Postal mail:
  Egram SIA
  Lienes iela 16, Rīga, LV-1009
  Latvia

Please include:

• Your full name and contact details

• A clear description of your complaint

• Relevant documents, screenshots, or evidence (if applicable)

• Your expected resolution (if any)

4. Complaint Handling Process

1. Acknowledgement:
   We will acknowledge receipt of your complaint within 2 working days.

2. Investigation:
   We will review your complaint thoroughly and fairly, involving relevant staff if necessary.

3. Response:
   We aim to respond with a resolution or explanation within 10 working days. If more time is needed, we will inform you and provide an estimated timeline.

4. Escalation:
   If you are not satisfied with our initial response, you may request further review. Escalated complaints will be assessed by senior management.

5. Confidentiality

All complaints are treated with confidentiality and in accordance with data protection regulations (GDPR). Your personal data will only be used for the purpose of processing the complaint.

6. Your Rights

If you remain dissatisfied with our response, you may:

• Contact a local consumer protection authority

• In case of data protection concerns, contact the Data State Inspectorate of Latvia
  Website: https://www.dvi.gov.lv

7. Review and Updates

This policy is reviewed regularly and may be updated as necessary. Updated versions will be published on our website.

8. Contact

If you have any questions about this Complaints Policy, please contact us:

Email: [email protected]
Address: Lienes iela 16, Rīga, LV-1009