Complaints Procedure
Pistoni uses this procedure for complaints concerning purchases, activation, memberships, roadside handling, providers, privacy and refunds.
1. How to complain
Send the complaint to hello@pistoni.eu, WhatsApp or +355 684441034. State that it is a complaint and include the name, contact details, vehicle plate, membership or payment reference, what happened and the requested resolution.
Supporting screenshots, invoices, photographs and dates should be attached where relevant.
2. Urgent roadside situations
A complaint is not an emergency dispatch request. A customer currently stranded should use the official roadside contact channel and clearly request assistance.
For danger to life or public safety, contact the public emergency services first.
3. Acknowledgement and review
Pistoni aims to acknowledge a complaint within three working days and provide a final response within 15 working days.
If the issue is unusually complex or depends on a provider or payment investigation, Pistoni may extend the review to 30 working days and will explain the delay. Mandatory shorter deadlines take priority.
4. Fair investigation
Pistoni will review relevant contract versions, package records, communications, provider evidence and payment data. The customer may be asked for clarification but will not be required to provide information unrelated to the complaint.
Where a provider is involved, Pistoni remains the customer's complaint contact for Pistoni's contractual service.
5. Outcomes
A response may explain the decision, correct records, arrange service, apologise, refund an amount, offer another proportionate remedy or reject the complaint with reasons.
Any agreed remedy and completion date will be recorded.
6. Escalation
If the customer disagrees with the final response, they may ask Pistoni for one internal reconsideration and identify the factual or contractual point they believe was missed.
The customer remains free to contact a competent consumer, data-protection or sector authority, use an available alternative dispute process, or bring a claim before a competent court.
7. Records and privacy
Pistoni keeps complaint records for service improvement, compliance and legal claims and limits access to people who need them.
Making a complaint does not reduce the customer's contractual or statutory rights.