Fib.Code
Every submission is logged in our register and reviewed by the Management Board — without undue delay and no later than 14 days from receipt.
Control of services that do not conform to what was agreed is part of our quality management system. Complaints and grievances from clients and from participants in our training and advisory services are accepted through several equivalent channels, recorded in the Register of Complaints and Grievances, and the conclusions drawn from them go to the management review.
14 days
Maximum handling time
4
Submission channels
100%
Submissions logged
PLN 0
Cost of filing
A complaint may be filed by any Fib.Code client and by any participant in our training and advisory services — including cases where the contract was signed by the participant's employer or by a funding operator.
Organisations that contracted us for legal advisory, management system implementation, IT services or training — including those buying a service for their own staff.
People attending classroom or remote training, regardless of who registered them and who pays for the service.
People using our advisory and development services, including services registered in the Polish Development Services Database (BUR).
All channels are equivalent — pick whichever suits you. Submissions land in a dedicated mailbox accessible only to the people authorised to handle complaints.
The fastest route. Please state the name of the service and the date it was delivered.
Messages from the form are routed to the same dedicated complaints mailbox.
A complaint in writing — the deadline runs from the date we receive the correspondence.
We accept phone submissions and confirm them in writing or by e-mail, so that their content and date are beyond dispute.
There is no mandatory form — we will look into every submission. This information, however, lets us establish the facts without going back and forth, which shortens the handling time.
Your name or company name and a correspondence address — postal or e-mail.
The name of the service, the date and form of delivery, the contract number or the BUR service card number.
What the objection concerns and how it differs from what was agreed.
How you would like the matter settled — from the catalogue of remedies below, or your own proposal. It is not a condition for us to look into the submission.
Materials, correspondence, screenshots, certificates — anything that helps reconstruct how the service ran.
When the non-conformity occurred. The 14-day deadline runs from receipt of the submission, not from the date of the event.
Complaints are reviewed by the Fib.Code Management Board. It assesses two things: whether the objection is substantively justified, and whether it in fact amounts to a change to the previously agreed scope of the service.
The submission lands in a dedicated mailbox accessible only to authorised staff and is entered into the Register of Complaints and Grievances.
We confirm receipt in writing or by e-mail. Phone submissions are confirmed the same way, together with their content.
We establish the facts and ask for further information where needed. The Management Board assesses the merits of the objection and its bearing on the service.
We communicate the decision in writing or by e-mail — complaint justified or not justified — with the reasoning, and where it is upheld, with the proposed remedy and the deadline for delivering it.
Where a complaint is justified we pick a remedy from the catalogue below together with the client and agree a deadline. The case closes once those arrangements are carried out, or once the client waives the claim.
We analyse the type and root causes of the defect and its possible impact on other processes and services. The conclusions, with an estimate of the costs, are discussed at the management review.
Upholding a complaint ends in a concrete remedy, not merely in agreeing with you. Bringing the service into line with what was agreed comes first — financial settlement applies where repair is impossible or has lost its value for you. The chosen remedy and the deadline for delivering it go into our written position, so you have both on paper.
Running the training or a single module again, a repeat advisory session, a repeat validation of learning outcomes — at no extra charge.
Revising a legal opinion, management system documentation, an audit or test report, a certificate, or any other document delivered as part of the service.
An extra consulting session, additional advisory hours, missing materials, access to a recording or platform — where the service was incomplete rather than defective.
Where the objection concerns how a session was run or how we worked together, another member of the team takes over the rest of the service.
In penetration testing and audits: a repeat verification of the scope in which we found a fault in our own work.
Proportionate to the extent of the non-conformity. We also apply it where the service has already been delivered and cannot be repeated.
Where we withdraw from further delivery because the non-conformity is material and cannot be removed, we refund the fee for the part not delivered.
Instead of a refund we can agree to deliver another service from our portfolio free of charge — if that suits you better.
We tell you what corrective action we have put in place so that the same fault does not recur with another client. That is a requirement of our quality management system rather than a courtesy — the root cause of the defect and its impact on other processes are analysed for every complaint we uphold.
For publicly funded services — BUR, a regional operator, an EU project — financial settlement follows the funding rules: the part covered by the grant returns to the operator rather than to the participant, and requires the operator's approval. Corrective remedies, meaning a repeat of the service, a document correction and a retest, do not depend on that route.
A complaint is not the way to change the previously agreed scope of a service — that is a matter for a contract amendment. Where a submission is in substance a new expectation, we say so in our position and set out the terms for extending the service, rather than dismissing the matter without an explanation.
Training and advisory services registered in the Polish Development Services Database (BUR) are delivered under the regulation of the Minister of Funds and Regional Policy of 28 July 2023 on the register of development service providers (Journal of Laws 2023, item 1686) and the BUR Rules. Participants in those services have additional entitlements.
Scope, programme, learning outcomes and organisational conditions are set out in the BUR service card. A complaint is assessed against exactly that.
The document confirming participation and the learning outcomes achieved is issued within 14 days of the end of the service.
Learning outcomes are assessed by someone other than the person who ran the session. Objections to the validation result are handled in the same way as any other complaint.
Remote training follows the Polish Remote Learning Services Standard (SUZ) — including its technical requirements and the way attendance is confirmed.
Independently of our procedure, a participant or an enterprise using public funding may raise the matter with the funding operator and use the route provided for in the BUR Rules, including the service evaluation survey.
A complaint is a signal from our quality management system, not a dispute. That is why we handle it under fixed rules.
The case is reviewed by the Management Board, not by the person whose work is the subject of the submission.
Only staff authorised to handle complaints have access to them. Personal data is processed in line with our privacy policy.
Our position is always given in writing or by e-mail — including where the submission was made by phone.
Filing and handling a complaint is free of charge, whatever the outcome.
Every submission goes into the Register of Complaints and Grievances together with the outcome and the actions taken.
Where a complaint is justified we examine the root cause of the defect and its impact on other processes, rather than only removing the symptom.
Write to office@fibcode.com. We will confirm receipt and give you our position, together with the proposed remedy, no later than 14 days from the day we receive the submission.
This page is a public extract from the internal Fib.Code Sp. z o.o. service delivery procedure, covering the control of services that do not conform to what was agreed, in the edition effective from 27 July 2026. It does not replace the terms of the contract concluded with the client — in the event of any discrepancy, the contract and applicable law prevail. Fib.Code Sp. z o.o., ul. Rynek 29, 32-300 Olkusz, Poland, VAT ID 637-220-84-21.