Complaints Regulations issued by LogiCall Česká republika, s.r.o., ID No.: 268 49 551, with registered office in Čsl. armády 808/43b, Pod Cvilínem, 794 01 Krnov, CZ, registered in the Commercial Register kept at the Regional Court in Ostrava under No. C 28317 (hereinafter referred to as the “Company“).
Complaints Procedure
1. Definition of terms
1.1. Employee – an employee or a person acting on behalf of the Company.
1.2 Debtor – Only a Debtor of a Non-Performing Loan Merchant with whom the Company has entered into a Non-Performing Loan Servicing Agreement and who has been contacted by an Officer of the Company is entitled to make a Complaint or Claims.
1.3 Complaint – an expression of dissatisfaction by the Debtor with the improper conduct or misconduct of the Company’s Staff or the Non-Performing Loan Merchant.
1.4 Claims – an expression of dissatisfaction by the Debtor with the actions taken by the Company’s Personnel or the Non-Performing Loan Merchant. E.g. a request for the fulfilment of an obligation to pay a claims contrary to the actual status and amount of the claims.
2. Content and form of complaints and claims
2.1 Complaints or Claims shall be submitted by Debtors:
- in writing to the Company’s registered office,
- electronically to the e-mail address reklamace@logicall.cz,
- by telephone, in urgent cases which cannot be delayed, to the contact telephone number indicated on the Company’s website.
2.2 In the Complaint or Claims the Debtor shall state:
a) identification data of the person who submits the Complaint or Claims- name, surname, residence, contact address for natural persons and business name (name), registered office, contact address, names and surnames of persons authorized to act on behalf of the legal entity for legal persons, birth number or date of birth for natural persons and ID number for legal persons or natural persons doing business,
b) a statement of the facts on the basis of which the Complaint or Claims is made (description of the event, date, place, name of the Employee or identification of the non-performing loan merchant),
c) a request for remedy – the target condition,
d) the date and signature of the Debtor of the Complaint or Grievance or his/her agent, as applicable.
2.3 The Debtor shall, in its own interest, provide as much detail as possible to assist in the prompt resolution of the Complaint or Grievance.
2.4 If the Complaint or Claims does not contain all the particulars, the Company shall request completion without undue delay. If the Debtor fails to comply with the request, the Company shall be entitled to reject the Complaint or Claims in writing.
2.5 The model form available on the Company’s website may be used to submit a Complaint or Claims.
2.6 An officer of the Company will prepare a receipt for the Complaint or Claims, stating the date of submission, the content of the submission and the method of handling requested.
2.7 The submission and handling of a Complaint or Claims is free of charge.
3. Handling of Complaints and Claims
3.1 As a rule, the Company shall resolve Complaints or Grievances without undue delay.
3.2 The Company will provide a response within 15 working days of receipt. If prevented by an obstacle beyond its control, it shall inform the Debtor and respond within 35 Business Days at the latest.
3.3 The response shall be sent in the same manner in which it was received, unless the Debtor specifies otherwise. At the request of the Debtor, the reply shall be provided in paper form.
4. Dissatisfaction with the handling of a complaint or grievance
4.1 The Debtor may address any dissatisfaction with the handling of a complaint by:
a) a court of local and subject matter jurisdiction,
b) the Czech National Bank,
c) the Association of Collection Agencies, z.s., with registered office at Purkyňova 74/2, 110 00 Prague 1 – Nové Město, email: info@aiacz.cz, website: www.aiacz.cz.
4.2 Supervision of the Company’s activities is exercised by the Czech National Bank. The Debtor may initiate administrative proceedings.
5. Final provisions
5.1 This Complaints Procedure shall enter into force and effect on 26 August 2024.
5.2 The Company reserves the right to amend this Complaints Procedure and will publish any amendments on its website with the effective date.
Appendix:
Sample complaint or grievance form.