Unfortunately, complaints are a mockery.

Unfortunately, complaints are a mockery.
1) After the trip, we complained that the transport to and from the hotel lasted longer than the two days enclosed in the regulations. We did not receive any response, so after 2 weeks I wrote an e-mail and called the hotline. The complaints department was urged and the next week I received a reply that they would not deal with it because it was a matter for the tour operator, not theirs. At the moment, I had 1 business day to send a letter to the organizer by post.
2) After the trip we also complained that the more expensive room we paid for is actually a standard room sold by the hotel at the same price as the basic one. The case was accepted. We received a return email. After 2 weeks, I was confirmed by phone that the matter was interested in the portal and asked for clarification of the matter to the organizer. After the statutory 30 working days, e-mail and telephone reminders, I learned that in this case I was also supposed to speak the traditional way, because this does not apply to the direct portal of.pl.pl. Only it was too late.
3) I filed a complaint on the complaint process (as suggested by the helpline), but it was rejected because they do not feel guilty that they did not inform me beforehand that I should report the matter to the tour operator. Even in the case of the second case where I was explicitly misled that they explain the irregularities.