SILEX undertakes to take all reasonable measures to maintain an efficient and transparent process for the prompt handling of complaints received from clients or prospects.
A complaint is a statement of dissatisfaction from a client or prospect. It is made in writing, in any form (letter, e-mail). Requests for information, advice or clarification requests are not complaints.
Access to the complaint handling system is free of charge.
You can address any complaint to your usual contact by telephone or e-mail, or contact the complaints department by one of
the following means:
Mail : mailing adress of the entity with which you are in contractual relationship with, depending on your profile and localization. The mailing adress of our different entities can be found HERE.
SILEX will acknowledge receipt of any claim in writing within a maximum of 10 working days from the date of receipt. SILEX will then provide a written response to any claim as soon as possible, and within a maximum of 2 working months from the date of receipt of the claim, except in the event of special circumstances requiring a longer period.