Complaint Procedure
Quick Summary
- You can submit a complaint by emailing info@rakomi.com.
- For consumers and quasi-consumers: we respond within 14 days. If we don't respond, the complaint is deemed accepted.
- For business customers: we respond within 30 days.
- For data protection complaints, contact dpo@rakomi.com or file a complaint with UODO.
- You can also use the EU Online Dispute Resolution platform or contact your local consumer rights inspector (WIIH).
Effective Date: 2026-03-14 Version: 1
1. How to Submit a Complaint
Send your complaint by email to: info@rakomi.com
Please include the following information:
| Required Information | Description |
|---|---|
| Company name or account identifier | Your organisation name or Rakomi account email |
| Description of the issue | Clear description of the problem encountered |
| Expected resolution | What outcome you are seeking |
| Supporting evidence | Screenshots, error messages, or logs (if available) |
| Date the issue occurred | When you first noticed the problem |
2. Response Timelines
2.1 Consumers and Quasi-Consumers
If you are a consumer (natural person not acting in a professional capacity) or a quasi-consumer (sole proprietor where the contract is not of a professional character per Art. 385⁵ of the Polish Civil Code):
- Response deadline: 14 calendar days from receipt of the complaint.
- Deemed acceptance: If CRE8EVE does not respond within 14 days, the complaint is deemed accepted in its entirety (Art. 7a of the Polish Consumer Rights Act / Ustawa o prawach konsumenta).
- Response medium: Our response will be delivered by email to the address from which the complaint was sent, constituting delivery on a durable medium (trwały nośnik) as required by Art. 7a ust. 3. Dashboard notification alone does not satisfy this requirement.
2.2 Business Customers
For business-to-business customers:
- Response timeline: 30 calendar days from receipt. We aim to respond sooner.
- Complex issues: If additional investigation is required, we will acknowledge receipt within 5 business days and provide a resolution timeline.
3. Complaint Tracks
3.1 Service Issues
For technical issues, service quality, or account-related complaints:
- Email: info@rakomi.com
- Subject line: "Complaint — [brief description]"
3.2 Data Protection
For complaints related to personal data processing, data subject rights, or GDPR compliance:
- Email: dpo@rakomi.com
- Subject line: "Data Protection Complaint"
- You also have the right to lodge a complaint with the supervisory authority:
Prezes Urzędu Ochrony Danych Osobowych (UODO) ul. Stawki 2, 00-193 Warszawa, Poland Website: https://uodo.gov.pl
3.3 Accessibility
For complaints regarding accessibility barriers:
- Email: dpo@rakomi.com
- Subject line: "Accessibility Complaint"
- See our Accessibility Statement for details.
3.4 EU Data Act — Switching and Data Portability
For complaints regarding switching, data portability, or data retrieval under Chapter VI of the EU Data Act (Regulation (EU) 2023/2854):
- Email: info@rakomi.com
- Subject line: "Data Act Complaint — Switching/Portability"
- We acknowledge these complaints within 5 business days and aim to resolve them within the timelines established by the EU Data Act.
- If unresolved, you may escalate to the relevant national competent authority designated under Art. 37-40 of the EU Data Act.
4. Alternative Dispute Resolution (ADR)
4.1 EU Online Dispute Resolution
As an online service provider, we inform you of the EU Online Dispute Resolution (ODR) platform, available at:
https://ec.europa.eu/consumers/odr
This platform is provided per Regulation (EU) No 524/2013 of the European Parliament and of the Council.
4.2 Consumer Rights Inspector (WIIH)
Polish consumers may seek assistance from the Wojewódzki Inspektorat Inspekcji Handlowej (WIIH) — the provincial consumer rights inspector. Information about ADR entities is available at:
https://polubowne.uokik.gov.pl
4.3 UOKiK
For unfair commercial practices, you may contact:
Urząd Ochrony Konkurencji i Konsumentów (UOKiK) Website: https://uokik.gov.pl
5. Court Jurisdiction
- Business customers: Disputes are subject to the jurisdiction of courts competent for the registered office of CRE8EVE Sp. z o.o. (Dobra, Poland), unless mandatory law provides otherwise.
- Consumers: Polish consumers have the right to bring proceedings before the court of their domicile (Art. 34 of the Polish Code of Civil Procedure / Kodeks postępowania cywilnego).
- GDPR Art. 82 claims: Claims for compensation under Art. 82 GDPR may be brought before courts of the data subject's habitual residence, regardless of any jurisdiction clause (Art. 82(6) / Art. 79(2) GDPR).
6. Contact Details
| Purpose | Contact |
|---|---|
| Service complaints | info@rakomi.com |
| Data protection | dpo@rakomi.com |
| Security incidents | security@rakomi.com |
| UODO | https://uodo.gov.pl |
| EU ODR platform | https://ec.europa.eu/consumers/odr |
For full entity details, see our Provider Identification.
Changes to This Document
Changes to this Complaint Procedure will be communicated by email to registered users at least 30 days before they take effect. Changes to contact details or addition of new complaint channels will take effect immediately upon publication.
Previous versions are available upon request to info@rakomi.com.