Complaints Policy
Effective Date: 18 June 2026
Last Updated: 24 June 2026
1. General Information
This Complaints Policy explains how clients may submit complaints regarding services provided under the commercial brand name R&L Consulting, operated by Ultimate Agency Sp. z o.o.
We are committed to handling complaints fairly, efficiently and transparently.
2. Who Can Submit a Complaint
Complaints may be submitted by:
- existing clients;
- former clients;
- users of our website;
- newsletter subscribers;
- individuals who purchased services from R&L Consulting.
3. How to Submit a Complaint
Complaints may be submitted through any of the following channels:
Customer Portal
Clients with access to our CRM portal may create a support ticket directly within their account.
Support Ticket System
Support requests and complaints may be submitted through our online ticketing system available on the website.
Postal Mail
Ultimate Agency Sp. z o.o.
Hoża 86/410
00-682 Warsaw
Poland
4. Information Required
To help us process complaints efficiently, please provide:
- Full name
- Email address
- Invoice number (if applicable)
- Description of the issue
- Relevant dates
- Supporting documents or screenshots
Incomplete submissions may delay the complaint review process.
5. Complaint Processing Procedure
Upon receiving a complaint, we will:
Step 1 – Acknowledgement
Confirm receipt of the complaint within 2 business days.
Step 2 – Investigation
Review all relevant documentation, communications and service records.
Step 3 – Resolution
Provide a written response within 14 business days.
If additional information is required, this period may be extended.
Clients will be informed accordingly.
6. Possible Outcomes
Depending on the circumstances, complaints may result in:
- clarification of misunderstandings;
- correction of administrative errors;
- additional assistance;
- partial refund;
- full refund;
- other mutually agreed solutions.
7. Services Involving Third Parties
Certain services involve third-party institutions, including:
- commercial banks;
- tax offices;
- courts;
- notaries;
- translation providers;
- courier companies.
R&L Consulting cannot be held responsible for delays, refusals or decisions made independently by such entities.
However, we will make reasonable efforts to assist clients in resolving issues related to those services.
8. Escalation Procedure
If a client is dissatisfied with the initial response, they may request a secondary review.
The complaint will then be reassessed by a senior representative of Ultimate Agency Sp. z o.o.
9. Data Protection
Personal data submitted as part of a complaint will be processed in accordance with our Privacy Policy.
https://rlconsulting.biz/privacy-policy/
Our support team is available:
Monday – Friday
8:00 AM – 5:00 PM CET
Closed on weekends and Polish public holidays.
10. Changes to This Policy
We reserve the right to modify this Complaints Policy at any time.
The most recent version will always be available at: