How to raise a complaint
If you are dissatisfied with information published on this website, our communications, or the way your personal data is processed, you may contact us directly using the process below.
How to submit a complaint
Please submit your complaint through the Contact form or by email to hello@mersolution.com.
To help us review and respond to your complaint efficiently, please include the following information where relevant:
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Your contact details
Your name and an email address or other appropriate contact method through which we can communicate with you.
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What happened
A clear description of the issue, including the relevant page, document, product, communication, or other content to which your complaint relates.
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Dates and supporting information
Relevant dates, reference numbers, screenshots, logs, or other supporting information where safe and appropriate to provide.
Do not send private keys, recovery phrases, passwords, authentication credentials, API keys, session tokens, or other sensitive security information. See the Security page for vulnerability reporting.
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Requested resolution
Where appropriate, explain the outcome or resolution you are seeking so that we can understand and address your concern.
Our process
We aim to acknowledge receipt of complaints within a reasonable period and to provide a substantive response as soon as reasonably practicable, taking into account the nature and complexity of the matter.
This website does not currently publish a fixed contractual or voluntary service-level commitment for general complaint handling.
Where a complaint concerns a request or process subject to a specific statutory deadline, including certain personal-data rights requests, the applicable legal deadline will prevail.
General / service
This channel may be used for complaints relating to:
- information published on the website;
- technical documentation or communications;
- statements concerning SustaTrace or related services;
- website functionality or accessibility; and
- other matters directly relating to this website or its documentation.
Personal data — KVKK / GDPR
Complaints or concerns relating to the processing of your personal data may also be submitted through this channel.
If you wish to exercise a specific data-protection right, such as access, rectification, erasure, restriction, or objection, your request will be handled separately in accordance with the applicable KVKK and, where applicable, GDPR requirements.
For further information concerning your personal-data rights and applicable processing practices, please see the Privacy Policy.
Where applicable, you may also contact the Turkish Personal Data Protection Authority (KVKK) or, where GDPR applies, the competent data protection supervisory authority in the European Union.
Vulnerability reporting
Suspected security vulnerabilities or technical security weaknesses should be reported through the responsible-disclosure process described on the Security page rather than through the general complaints process.
Legal and regulatory remedies
Submitting a complaint does not guarantee a particular outcome, refund, compensation, correction, or other remedy.
The complaint process is intended to provide a direct channel for raising concerns and does not limit or replace any legal rights, statutory remedies, regulatory complaint procedures, or the right to seek resolution before a competent court or public authority.
Updates
We may update this Complaints page from time to time to reflect changes to our complaint-handling process, contact channels, services, or applicable legal requirements.
The version published on this website at the time of your complaint will apply, subject to applicable law.