Complaints Procedure

Complaints

Instructions for Submitting Complaints

1. The customer can submit a complaint regarding the services provided by the provider only in the methods described below:

• by phone, through the specifically designated phone line number 00420 775 551 790;
• by registered letter sent to the provider's headquarters;
• electronically via the form provided for this purpose in the User's Client section on the provider's website or directly in the application.

2. Each complaint must contain:

• information allowing the identification of the user corresponding to the information provided during the conclusion of the contract or during any subsequent changes (i.e., in particular name and surname, residence, contact address);
• classification of the issue into pre-selected categories (Charts, Cash-flows, Technical Issues);
• account number/account ID (or “nickname”);
• command number (chart ID) related to the complaint;
• a brief description of the issue related to the complaint + photo documentation/screenshot from the application;
• date and time when the issue related to the complaint occurred;
• a suggestion on how the issue should be resolved, if the user has an idea;
• a choice of how the user wants the response - by email or by post.

3. The complaint form for the electronic submission of complaints is available on the provider's website in the Complaints section. All mandatory fields marked with an asterisk must be completed in the complaint form.

4. A response to the complaint according to applicable regulations is processed no later than 30 days from the date of submission. However, the provider will strive to resolve each complaint as soon as possible (usually within 7 working days).

5. Submitted complaints are stored in the "My Complaints" section in the user's profile on the website, where the user can track the status of individual complaints.

In the event of a consumer dispute between the user and the provider that is not resolved by mutual agreement, the user has the right to request alternative (out-of-court) dispute resolution from the relevant authority, which is the Czech Trade Inspection Authority, or the user may also use the European Commission's online dispute resolution platform available at https://ec.europa.eu/consumers/odr/.

In case of questions regarding AML procedures or similar matters, it is possible to contact the person providing compliance services to the provider: JUDr. Martin Pros, Ph.D., contact details at www.pros.cz