Complaints Management Policy


1.1. The goal of this Policy is to specify how the Company manages complaints. The Customer, who does not agree with the Company’s response or has complaints about the Company’s activities or omissions, may apply to the Company by submitting a written Complaint in by sending an email to Complaints shall be provided not later than within 3 (three) months after the Client has become aware of violations of his rights or legitimate interests.

1.2. The Complaint must contain the following information:

  1. Name and surname;
  2. date of birth or personal code;
  3. residential address;
  4. e-mail address and contact phone number;
  5. Complaint date;
  6. reason, i.e., what rights, agreements have been violated;
  7. your proposals for a peaceful resolution (if any).


1.3. Complaints are processed after the Customer’s identity is verified by means acceptable to Company Name.


2.1. A Complaint must be responded to and handled by the Company’s Customer support unit (hereinafter referred to as the “Customer Support”). In turn, Customer Support must contact Legal, Compliance and Information Security or any other specialist, depending on the nature of the case, who may contribute with respective knowledge to the handling of the Complaint.

2.2. Upon request to obtain information about the situation identified in the Complaint, the Customer Support specialist sends a request to a responsible person in the Company, depending on the nature of the Complaint.

2.3. Complaints must be managed effectively and carefully. The Company must respond to Complaints objectively and correctly, aiming to resolve the Customer’s problem as quickly as possible and, at the Customer’s request, in written or e-channel form. Customers must be treated in a professional and friendly manner. Complaints must be responded to as quickly as possible. The Customer’s need for a quick response must be taken into consideration.


3.1. The decision on whether to satisfy the Complaint must be justified. Complaints shall be handled and decided by the person who receives the Complaint, or by the person from the Customer Support Unit. If a Complaint is addressed directly to the Company’s management, however, the Customer Support Unit shall identify who will handle the Complaint.

3.2. The Client must be informed of the Company’s decision on the Complaint within 1 (one) month of receipt of the Complaint. If no decision can be made on the Complaint within 1 (one) month, the Customer must be informed in writing within this period of the further processing of the Complaint.

3.3. The decision is provided to the Client by the means the Company considers most suitable to the situation (e-mail, letter).