Complaint procedure for Skylux NV

Step 1: Submit a Complaint

  1. Contact details:

    • Email address: info@skylux.be
    • Telephone number: +32 (0) 56 20 00 00
    • Address: See our contact page here.

  2. Required information:

    • Your name and contact details (telephone number and/or email address).
    • Description of the problem or complaint.
    • Any order or invoice numbers.
    • Photos or other documentation supporting the complaint.

  3. Submission method:

    • You can submit your complaint by email to info@skylux.be.
    • You can also contact us by phone on +32 (0) 56 20 00 00.
    • Via our contact form on the website here.

Step 2: Acknowledgement of Receipt

  1. Upon receipt of your complaint, we will send you an acknowledgement of receipt within 2 working days.
  2. This confirmation will state:
    • That your complaint has been received.
    • The expected timeline for handling your complaint.
    • The name and contact details of the person handling your complaint.

Step 3: Investigation and Review

  1. Your complaint will be investigated by a responsible employee.
  2. We may contact you for additional information if required.
  3. The investigation usually takes a maximum of 10 working days.

Step 4: Solution and Feedback

  1. After the investigation, you will receive a written response with:
    • The outcome of our investigation.
    • Any proposed solutions or measures.
    • The steps we will take to resolve the issue.
  2. If you agree with the proposed solution, it will be implemented as soon as possible.

Step 5: Escalation (if necessary)

  1. If you are not satisfied with the proposed solution, you can escalate the complaint to a higher manager within Skylux NV.
  2. For this, you can contact us again via info@skylux.be or by phone on +32 (0) 56 20 00 00, mentioning your previous correspondence and why you are not satisfied.
  3. Your escalation will be handled within 5 working days and a final solution is aimed for within 10 working days after escalation.

Step 6: Completion

  1. Once a final solution has been found and implemented, you will receive confirmation that the complaint has been resolved.
  2. We will ask you to share your experience so that we can continue to improve our service.

We strive to satisfy all our customers and greatly value your feedback. Thank you for taking the time to let us know about your concerns.

If we still cannot reach an agreement together, you as a consumer can обратиться to Becom. Becom will mediate between the consumer and the seller if the complaint is prima facie well-founded. You can reach them via the complaint form at https://becom.digital/nl/consumers-complaints/ or in writing: Markiesstraat 1, 1000 Brussels, info@becom.digital.

In the event of an out-of-court settlement of the dispute, the Consumer Ombudsman Service of the Federal Government is competent to receive any request for out-of-court settlement of consumer disputes. It will in turn either handle the request itself or forward it to a qualified entity. You can reach the Consumer Ombudsman Service via this link:
http://www.consumentenombudsdienst.be/nl.

In the case of disputes with a cross-border character, you can also appeal to
the European Union's Online Dispute Resolution platform via this link: http://ec.europa.eu/odr