Advice on customer enquiries/complaints and correspondence with authorities
Customer Inquiries / Complaints
We are happy to assist you with customer inquiries / complaints, for example,
regarding ingredients, usage instructions, or complaints, and we support you to take care of the
correspondence
with your customers. In times of constantly available information via social media, cosmetic
manufacturers receive
new consumer inquiries on a daily basis.
These should, of course, be formulated promptly, competently, and in a way that is understandable
for the layperson. Get in touch with us – whether it's about reviewing and answering questions
regarding the use of a product during pregnancy, critical ingredients, or its compatibility – we
approach every response with expertise, empathy, and
creativity!
Correspondence with Authorities
In the event of complaints, inspections, or other inquiries from regulatory authorities, we are at your disposal for advice and support you over the entire correspondence.
In the case of official complaints or upcoming inspections, it is reassuring to have a competent
partner by your side.
Of course, some complaints have a clear factual basis: if a cosmetic product does not fully comply
with the cosmetic regulations, swift action is required. But what happens if a product is classified
by the authorities as a functional medicinal product? Or if claims are challenged?
These may be complaints with room for interpretation. We are happy to review the situation with you
and support you in drafting an initial response. If legal proceedings become necessary, we can
recommend
competent, experienced lawyers.
