Complaints Procedure for business users of online intermediation services

About this policy  

Our provision of the Petal Search features is regulated by Regulation (EU) 2019/1150 of the European Parliament and of the Council of 20 June 2019 on promoting fairness and transparency for business users of online intermediation services (P2B Regulation). This policy applies to complaints from our business users about:

  • our compliance with the P2B Regulation;
  • technological issues which relate directly to the provision of Petal Search;
  • measures that we have taken or any of our behavior which relates directly to our provision of Petal Search.

This procedure aims to support our business users (owners of web pages/websites/apps and developers) of Petal Search and it doesn’t cover cases out of the P2B Regulation. Therefore, complaints relating to IP rights (copyright and trademark infringement), illegal content, non-business users about dissatisfaction with a seller’s product, level of customer service, or complaints about processing payments, are out of the scope of this Procedure. These are dealt with through our dedicated channels, please find contact us in https://consumer.huawei.com/minisite/cloudservice/privacy/index.htm.

This policy is designed to:

  • Provide you with a transparent, free and easy to use process for making a complaint.
  • Address your complaint swiftly and effectively, taking into account the importance and complexity of the issue raised.
  • Ensure you’re satisfied with how your complaint is handled.

Make a complaint 

If you want to make a complaint regarding our compliance with the P2B Regulation contact us search@huawei.com

What to include in your complaint

To help us review and resolve your complaint as quickly as possible, please include the following information:

  • your name;
  • the email address you use to set up a business user account for Petal Search;
  • The telephone number (including dialing code) that we can use to contact you;
  • A clear description of your complaint including (where relevant) the provisions of the P2B Regulation that you think we may not have complied with;
  • The name of the business that you are writing on behalf of;
  • The email address you prefer to receive messages, if different by the email address you use to set up a business user account for Petal Search.

Any personal data you provide to us in connection with any complaint will be received and used by us in accordance with our privacy policy, which can be found https://consumer.huawei.com/minisite/cloudservice/privacy/index.htm.

We’ll try to confirm that we’ve received your complaint within one business day, and to issue our response to your complaint within 5 business days. Depending on the nature and complexity of your complaint, it might take us a little longer to respond, but we will not usually take longer than 20 business days to respond unless there are exceptional circumstances or the complaint is particularly complex. If this is the case, we’ll provide you with a status update within 20 business days of receiving your complaint.

In our response, we will tell you how your complaint has been addressed and what the next steps are if you are unsatisfied with our response.

Internal escalation 

Our aim is to resolve your complaint quickly and completely. If for any reason you’re not satisfied with our initial response, or you do not receive an initial response within 20 business days of filing your complaint, you can ask for your complaint to be reviewed at a higher level by contacting search@huawei.com and quoting your complaint reference number, if you have been allocated one. We will try to complete our escalated internal review within 20 business days of your request to have the complaint reviewed at a higher level.

External Mediation

If, after escalating your complaint internally, you are still not satisfied with our response, you can request a mediation through our chosen mediation service provider .
Any attempt to reach an agreement through mediation does not affect your rights to initiate judicial proceedings at any time before, during or after the mediation process.
Learn more about your rights and our obligations under the P2B Regulation.