Something went wrong, or you think it did. This page says exactly what to do, who reads it, how long we take and where to go if our answer does not satisfy you. No form to fill in, no ticket number to quote.
Write to info@eulabelcompliance.com with the word complaint in the subject, or call +420 775 397 884 Monday to Friday, 9:00–18:00 CET. A complaint in any language we answer in — English, Italian, Spanish — is accepted; in any other language we translate it and reply in yours.
You do not need to use the word "complaint" for us to treat it as one. If a message says something we produced is wrong, it is logged as a complaint whatever it is called.
The more of this you send, the faster it ends:
If something is missing we ask once, in one message, naming everything we need rather than drip-feeding questions.
| Step | Time |
|---|---|
| Acknowledgement, from a person, not a robot | 1 working day |
| Answer on a labelling or file question | 3 working days |
| Answer on billing, VAT or refunds | 5 working days |
| Complex cases needing a third party (printer, payment provider, authority) | 15 working days, with a written update every 5 |
| Absolute maximum before escalation to the statutory body | 30 calendar days |
If we miss one of these, you are entitled to say so and the case moves up a level automatically under section 4.
First level. The person who produced your files or handled your order. Most things end here because most things are a missing field or a misunderstanding about what the pack covers.
Second level. If you are not satisfied, reply saying so. The case goes to the statutory body of Europe Services SE, who is not the person who did the work and who can overrule the first answer.
Third level. Anything involving a signature by REP27 LTD (United Kingdom) or Goldman Services INC (Canada) is answered by the company that signed, with Europe Services SE copied in, so nobody is passed between entities.
Depending on what went wrong: reissue the artwork free of charge and immediately; correct the public record and date the correction; extend your subscription; refund the market the complaint concerns, in full or in part; or, where reprinting is involved and the error was ours, contribute to the reprint cost up to the amount you paid us for that market in the current period.
What we do not do is pay for consequential loss — lost sales, a blocked listing, a detained shipment — for the reasons set out in the terms of service. If you think that limit is unfair in your case, say so and the second level looks at it specifically.
Send the file and the photograph. We compare the delivered file against the product record you approved. Two outcomes are common and we treat them differently:
Where a market surveillance authority or a marketplace has told you something is wrong, send us their wording verbatim. It usually names the exact block at issue and that saves days.
Wrong amount, wrong VAT treatment, duplicate charge, a renewal you meant to cancel: write to us before disputing the charge with your bank. We can refund or issue a credit note in a few working days, while a chargeback freezes the case for weeks and ends the subscription.
If a VAT number proved valid in VIES after the payment, we issue a credit note for the VAT. If the number was never valid, we cannot: the tax was due.
Anything about how we handle personal data — access, correction, erasure, a request we answered badly — goes to the same address and is handled under the privacy notice. We answer within one month, as article 12 GDPR requires, and we say so if a complex request needs the two-month extension.
You can also go directly to a supervisory authority: see section 9.
For consumer disputes, the European Commission's online dispute resolution platform is at ec.europa.eu/consumers/odr. The Czech authority for out-of-court settlement is the Czech Trade Inspection Authority (Česká obchodní inspekce), Štěpánská 15, 120 00 Praha 2, coi.cz. For data protection, the Office for Personal Data Protection (Úřad pro ochranu osobních údajů), Pplk. Sochora 27, 170 00 Praha 7, uoou.cz, or the authority of the member state where you live or work.
For packs signed by REP27 LTD: Citizens Advice consumer service, and the Information Commissioner's Office (ico.org.uk) for data protection.
For packs signed by Goldman Services INC: the Competition Bureau for labelling and marketing claims, the consumer protection office of your province, and the Office of the Privacy Commissioner of Canada (priv.gc.ca) for personal data.
None of these bodies replaces the courts named in the terms of service, and going to one of them does not stop you writing to us at the same time.
Every complaint is logged with its date, the market, the cause and the outcome, and kept for 24 months. We review the log quarterly to find the recurring causes, because the cheapest complaint is the one that does not happen twice. Nothing in that log is shared with anyone outside the three companies except where a law or an authority requires it.
Europe Services SE · Na Čečeličce 425/4, Smíchov, 150 00 Praha 5, Czech Republic · IČO 03571785
REP27 LTD · Unit 82a James Carter Road, Mildenhall, Suffolk IP28 7DE, United Kingdom · company number 17385889
Goldman Services INC · 175 West Beaver Creek Rd, Unit 10, Richmond Hill, ON L4B 3M1, Canada
info@eulabelcompliance.com · +420 775 397 884 · +1 438 900 4620
EU Label Compliance