What is the complaints procedure

If you have any complaints, please send an e-mail to support@thalex.com with:

  1. Your full name, registered e-mail address and customer number
  2. A clear description of your concern or complaint, including the date and time of the event
  3. Details of what you would like us to do to resolve the complaint
  4. Copies of relevant correspondence or other documentation

You will receive a written acknowledgement to confirm receipt of your complaint within 3 business days. After we have reviewed your complaint, you will receive a response with our conclusion of the investigation as soon as possible and in any case within 6 weeks following the date of acknowledgement of receipt.