Complaints

1. A complaint should be lodged by a Customer immediately after the circumstances giving rise to concern, which will accelerate consideration of the complaint.
2. The complaint should be supplemented with data enabling the identification of the person lodging the complaint and all the relevant information which will facilitate the analysis of the situation, e.g. the date and amount of the transaction, the account on which the transactions were executed and a detailed description of the problem.
3. Complaints may be made:

   • in writing:
     a) in person at the Customer Service Point or at the Brokerage Service Point,
     b) by letter to the address of the Brokerage Office, 2a Żaryna Street, 02-593 Warsaw, with the annotation Complaints,
   • electronically - via the ePromak Plus application (applies to Customers who have concluded an agreement enabling submission of instructions via the ePromak Plus application),
   • orally:
     a) during a visit to a Customer Service Point or a Brokerage Service Point - to the protocol of acceptance of a complaint drawn up by an employee of the Customer Service Point or the Brokerage Service Point,
     b) by telephone on: +48 (22) 598 46 87; +48 801 601 601; +48 (58) 323 36 10.
4. The Brokerage Office shall respond to the complaint as soon as possible, but no later than within 30 days of receiving the complaint. Sending the response before the deadline is sufficient to meet the deadline.
5. In particularly complicated cases, making it impossible to consider the complaint and respond within the deadline referred to in point 4, the Brokerage shall notify of the reasons for the delay and circumstances requiring additional explanations necessary to consider the complaint and shall specify the expected deadline for considering the complaint and responding to the complaint, which cannot exceed 60 days from receipt of the complaint.
6. In the event that the Brokerage Office fails to respond to a complaint lodged by a Customer who is a natural person (consumer), within the time limit referred to in point 4 or 5, the complaint shall be considered in accordance with the Customer's will.
7. The Brokerage Office shall respond to the complaint in paper form (by letter) or, at the request of the Customer by electronic mail to the e-mail address indicated by the Investor.
8. The Customer, who is a consumer, may, after exhausting the route of the complaint procedure, apply for the case to be considered by the Financial Ombudsman by means of out-of-court proceedings, under the rules set out in the Act of 5 August 2015 on the processing of complaints by financial market entities and the Insurance Ombudsman.
9. The Customer may, in order to settle a dispute, bring an action before the competent local court.
10. The Customer, who is a consumer, may, for the protection of his/her interests and rights, seek legal assistance from the Municipal or District Consumer Ombudsman.