The right to complain

You are always welcome to contact CPH if you have any complaints about a service that you purchased from CPH. You will find the contact details on your order confirmation and in the terms and conditions for online booking.

If you cannot reach an agreement with CPH and if you are a consumer, you may lodge a complaint with the Centre for Complaint Resolution (“Center for Klageløsning”) at the address of Nævnenes Hus, the Mediation Team for Consumer Complaints, Toldboden 2, 8800 Viborg, Denmark. You can lodge the complaint with the Centre for Complaint Resolution via the Portal for Nævnenes Hus, which can be found  her.

The Mediation Team will try to solve the dispute via mediation, however if no common solution can be reached via the mediation, you may lodge the complaint with the Danish Consumer Complaints Board. As a starting point, it is a prerequisite for filing a complaint that the service that you want to complain about has costed at least DKK 1,110 and DKK 100,000 at maximum. These thresholds can be changed. In order for the complaint to be handled, you must pay a fee.

You can also use the European Commission's online complaints portal to lodge a complaint. This is particularly relevant if you are a consumer residing in another EU Member State. You can lodge a complaint on the following link: http://ec.europa.eu/odr. When lodging a complaint, please enter CPH's e-mail address kundeservice@cph.dk, as shown in the order confirmation.

If a solution cannot be reached via the Centre for Complaint Resolution, you may lodge a complaint with the Danish Consumer Complaints Board. Follow the link to lodge an online complaint to the Danish Consumer Complaints Board via the Portal for Nævnenes Hus, which can be found  her.