How do I lodge a complaint with Scarlet?

As a customer, you have the right to lodge a complaint at any time if our customer service has not given you a satisfactory answer to your question.

How to lodge a complaint?

• Open the contact formOpens a new window .
• In Contact reason, select Other.
• Enter your customer number and the other required fields.
• Start with the word Complaint and be sure to provide as much information as possible in the Request field.
• If necessary, you can add up to 3 attachments.
• Check I am not a robot and click on Send.

Upon receiving your complaint, we send it directly to the right department so we can provide an answer.

What should I do if I am not satisfied with the provided answer?

You have sent us a complaint and you are not satisfied with the answer you received? You should know that there are different services you can turn to:

• The ombudsman for telecommunicationsOpens a new window
  The ombudsman will act as an intermediary in your case. This service is free of charge and available to private and professional customers.
• Online Dispute Resolution PlatformOpens a new window
  This is a European platform for online dispute resolution. This service can be used by anyone and is also free of charge.

It is important to note that these services are not related to our customer service. By using them, you will have to follow the progress of your file directly with them.