Complaints Policy
1. WHAT IS A COMPLAINT
1.1 A complaint is “any oral or written expression of dissatisfaction from a Client to an Authorised Person in connection with the provision of, or failure to provide, a Regulated Activity to the Client”.
1.2 All complaints, whether oral or written, made against the Firm in relation to its conduct of financial services, should be directed to the Complaints Officer at complaints@klickl.com who is responsible for ensuring that complaints are dealt fairly, efficiently, and with due diligence and consideration.
2. HOW TO MAKE A COMPLAINT
2.1 A complaint can be formally made by completing the “Complaint Form” provided in the Annex of this document. Once completed, the form can be sent via email to complaints@klickl.com.
· you have the right to settle any disputes with the Bank out of court
· The entities competent to resolve disputes in the case of natural persons are:
In the case of consumers and natural persons conducting business activity - the Financial Ombudsman, to whom you can turn in the manner indicated on the website www.rf.gov.pl after exhausting the complaint procedure
· as a User, you also have the right to appeal against our decision regarding your complaint to the Customer Ombudsman Customer Ombudsman Office, PKO BANK POLSKI KANCELARIA, 22-411 Zamość, 15 Partyzantów Street
· if you are a consumer, you have the right to use the possibility of out-of-court settlement of a dispute regarding a contract concluded via the Internet or other electronic means through the ODR platform, operating in the European Union countries, available on the website at: http://ec.europa.eu/consumers/odr/
· if you are a consumer, you also have the option of asking for help from the District (Municipal) Consumer Ombudsman
· regardless of the complaint procedure described above, you have the right to file a claim with the competent common court at any time
2.2 Once the complaint has been received, we will follow the procedures outlined below to address and resolve the issue.
3. RECEIPT OF COMPLAINTS
3.1 We will acknowledge receipt of the complaint in writing within 5 days by providing the complainant with:
a) the contact details of the Complaints Officer
b) a statement that a copy of the procedures is available free of charge upon request.
c) Contact details to which the complainant can escalate the matter if he is not satisfied
4. INVESTIGATION OF COMPLAINTS
4.1 We will ensure that any individual handling the complaint is not or was not involved in the conduct of the financial service about which the complaint has been made and is able to handle the complaint in a fair and impartial manner. The Complaints Officer has sufficient authority to resolve the complaint or has access to individuals with the necessary authority.
· we consider the complaint immediately within 30 days from the date of its receipt, while in particularly complicated cases, which make it impossible to consider the complaint and provide a response within 30 days, we will inform you about the expected date of response, which, however, cannot exceed 60 days from the date of receipt of the complaint in the case of the User – a natural person or a natural person conducting business activity
· in the case of a User other than a natural person or a natural person conducting business activity, this period may not exceed 90 days from the date of receipt of the complaint
· to meet the above deadlines, it is sufficient that we send you a response before their expiry
· we will send a response to the complaint to you in paper form or, if you have submitted such a request, by another durable information medium, in particular by e-mail or in an agreed form in the case of a User who is not a natural person or a natural person conducting business activity
5. COMPLAINTS INVOLVING OTHER AUTHORISED PERSONS OR RECOGNISED BODIES
5.1 If we consider that another Authorised Person or a Recognised Body is entirely or partly responsible for the subject matter of a complaint, we may refer the complaint, or the relevant part of it, to the other Authorised Person or Recognised Body as detailed below in section (b).
5.2 When referring a complaint to another Authorised Person or Recognised Body we will:
a) inform the complainant promptly and in writing that we will like to refer the complaint, either entirely or in part, to another Authorised Person or Recognised Body and obtain the written consent of the complainant to do so;
b) if the complainant consents to the referral of the complaint, refer the Complaint to the other Authorised Person or Recognised Body promptly and in writing;
c) inform the complainant promptly and in writing that the complaint has been referred and include adequate contact details of any individual at the other Authorised Person or Recognised Body responsible for handling the complaint; and
d) continue to deal with any part of the complaint not referred to the other Authorised Person or Recognised Body, in accordance with this policy.
6. RESOLUTION OF COMPLAINTS
6.1 We aim to resolve all complaints within 30 days. If the resolution is taking longer we will provide an update in writing to the complainant. Upon conclusion of an investigation of a complaint, we will:
a) advise the complainant in writing of our final decision regarding the complaint;
b) provide the complainant with clear terms of redress, if applicable; and
c) comply with the terms of redress if accepted by the complainant.
d) inform the complainant of other lines of action where they are not satisfied
6.2 If the complainant is not satisfied with the terms of redress offered by us, we will inform the complainant of other avenues, if any, for resolution of the Complaint and provide him with the appropriate contact details as described above.
6.4 We will record the resolution in the Complaints Log and, if applicable, the steps the we have to remedy a recurring or systemic problem revealed by the complaint.
7. RECORD KEEPING
7.1 The Complaints Log will contain the name of the complainant, the substance of the complaint, our response, and any other relevant correspondence or records, and the action taken to resolve each complaint.
7.2 Our Complaints register is subject to our statutory record keeping obligation of six years