Last updated: June 25, 2026
1. Our Commitment
We take all complaints seriously and are committed to resolving them fairly, promptly, and transparently. This policy applies to all clients and, where applicable, to individual consumers who retain statutory rights under EU law.
2. Step 1 — Informal Resolution
In the first instance, please contact your assigned project manager or email us directly at info@flexstreamunipessoallda.com with a clear description of your concern and the outcome you are seeking. We aim to resolve informal complaints within 5 business days.
3. Step 2 — Formal Complaint
If the matter is not resolved informally, you may submit a formal written complaint to info@flexstreamunipessoallda.com with the subject line "Formal Complaint — [Your Name / Project Reference]." We will acknowledge receipt within 2 business days and provide a full written response within 14 business days.
4. Step 3 — Mediation
If the formal complaint remains unresolved after our written response, both parties agree to attempt resolution through a mutually agreed independent mediator before initiating any formal legal proceedings. The costs of mediation shall be shared equally unless otherwise agreed in writing.
5. Step 4 — Legal Remedies
If mediation fails, either party may pursue any legal remedy available under applicable law. Nothing in this policy limits either party's right to seek urgent injunctive relief where necessary.
6. Consumer Rights
Individual consumers within the European Union retain all statutory rights under applicable EU consumer protection law, including the right to seek alternative dispute resolution. Nothing in this policy is intended to limit or exclude those statutory rights.