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Consumer disputes under control

We help you quickly assess the risk, clarify the company’s position and close the dispute without chaos.

Discuss your dispute

A single dispute can halt several departments at once

A complaint, refund request or consumer grievance quickly ceases to be a customer-support matter alone. Questions arise about the terms and conditions, the offer, sales communications, the contact history and the risk of escalation.

“In a dispute with a consumer, it is not only the response that matters. What matters is the decision: which action we take, why we take it, and how we limit risk for the company.”

We help you get the issue in order quickly: assess the situation, prepare a position and identify next steps.

Mateusz Sawaryn

Managing Partner Counsel

Most common problems / challenges

The most common problems we solve

What brings companies to us most often?

A complaint starts to escalate A consumer is threatening to complain, go to court, contact Poland’s Office of Competition and Consumer Protection (UOKiK) or publish negative reviews.

We assess the risk and recommend whether to defend your position, negotiate or bring the matter to a close.

The company has no clear position Sales, customer service and compliance see the matter differently.

We organise the facts and arguments and align the response.

Problem: The correspondence, terms and conditions, offer and prior arrangements are scattered across different places.

We organise the materials so the matter can be assessed quickly and a response prepared.

Our solution

What exactly you receive

We take ownership of the matter, organise the available information and help you choose a course of action.

From chaos to a decision

We take over the matter, organise the material and help you choose a course of action.

  • A concise assessment of the situation and its risks.

Diagnoza

  • we analyse the case,
  • we gather the facts,
  • we assess the source of the dispute,
  • we identify the risks.

A brief diagnosis of the situation and the risks.

  • A clear position for the company.

Stanowisko

  • we assess the arguments,
  • we organise the line of response,
  • we identify weak points,
  • we recommend a direction.

A clear company position.

  • A ready-to-send response or set of messages.

Komunikacja

  • reviewing submissions,
  • preparing explanations,
  • assembling the supporting materials,
  • supporting the next steps.
  • A consistent position before an authority or institution.

Organy

  • comparing scenarios,
  • assessing the cost of a dispute,
  • identifying escalation risks,
  • recommending an outcome.
  • A decision on whether to defend, negotiate or close the matter.

Decyzja

  • identifying the causes of recurring issues,
  • recommending changes,
  • organising the process,
  • reducing future risks.
  • A list of actions to reduce the risk of further disputes.

Who this service is for

Who this service is for

This service is for you if:

and you need to resolve a complaint quickly, without inconsistent responses or unnecessary escalation.

You are Head of Customer Service

and you need to close a complaint quickly, without inconsistent responses and unnecessary escalation.

You are a Legal Manager or Compliance Manager

and you want to assess the risk, organise the documents and prepare a defensible position.

Social proof

What the value of this service looks like in practice

Diagnosis

We identify what happened and where the risk lies.

Choose a direction

We outline the available scenarios and recommend a course of action.

Take action

We prepare responses, positions and communications.

Prevent recurrence

We identify improvements to help prevent the issue from recurring.

Stages of work

How the engagement works

Do not wait for a customer complaint to become a formal complaint, proceedings or a reputational problem. Start with a quick assessment.

Tell us what the matter concerns, what stage it has reached and whether there is a response deadline. Say whether it involves a customer complaint, a return, withdrawal from a contract, a complaint to an authority or a letter from an authority.

Mateusz Sawaryn

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