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1.1
This policy sets out the main principles and procedures for the complaints process relating to the Company's provision of consumer credit. These rules do not apply to the handling of complaints (claims) which are directed against the Company's activities other than the provision of consumer credit.

1.2    
A complaint (grievance) must be in writing, addressed to the Company and contain at least the following: (i) a statement that it is a complaint (grievance), (ii) the identification details of the person concerned - name, surname, residence, contact address, (iii) the subject matter of the complaint (grievance) - a statement of the facts on which the complaint (grievance) is based and a statement of any available relevant evidence, (iv) a statement of what the person concerned is seeking, and (v) the date and signature of the person concerned.

1.3        
If the complaint (claim) does not comply with the given requirements and is not completed by the person concerned even within the time limit set by the Company, the Company is entitled to reject the complaint (claim). If the complaint (claim) meets all the requirements, the Company shall proceed to settle the complaint (claim).

1.4        
If the complaint (claim) is directly related to the activities of the consumer credit provider, the Company shall ensure that it is forwarded to the relevant consumer credit provider without delay and that the person concerned is informed that the consumer credit provider is the competent party to deal with the complaint (claim).

1.5        
The Company shall resolve the complaint (claim) in such a way that if on the part of the Company:

(a) there has been a violation of generally binding legal regulations in the manner alleged in the complaint (claim), the complaint (claim) shall be accepted; or

(b) there has been a breach of generally binding legislation alleged in the complaint (complaint), but not in its entirety, it shall uphold the complaint (complaint) in respect of the relevant part and reject the remainder; or

(c) there has been no infringement of generally applicable law alleged in the complaint (complaint), dismiss the complaint (complaint).

1.6        
The Company shall deal with the complaint (claim) within 30 days of its receipt at the latest and shall send a written statement to the person concerned within this period. This time limit shall not include the time within which the Company has invited the person concerned to complete the complaint or claim.