Regulations for Receiving and Handling Client Complaints by RKB sp. z o.o.

  1. These Regulations establish the rules of conduct in the event a complaint is submitted by a client in connection with the services provided by the Broker.
  2. For the purposes of these Regulations, the following terms shall have the meanings set out below:
    • Broker – RKB sp. z o.o., with its registered office in Wrocław at ul. Powstańców Śląskich 121/206, entered into the Register of Entrepreneurs maintained by the District Court for Wrocław-Fabryczna, 6th Commercial Division of the National Court Register under KRS number 000047974;
    • Complaint – any statement made by the Client expressing reservations regarding the services provided to them, regardless of how the statement is named (in particular: complaint, claim, grievance);
    • Client – an entity to whom the Broker provides services as part of its brokerage activities as defined in the Act of 29 December 2017 on insurance distribution.
  3. Complaints regarding services provided by the Broker may be submitted:
    • In writing: in person at the Broker’s registered office, by registered mail to the address: ul. Powstańców Śląskich 121/206, 52-332 Wrocław, or to the electronic delivery address referred to in Article 2 point 1 of the Act of 18 November 2020 on Electronic Deliveries, entered into the electronic address database referred to in Article 25 of that Act;
    • Orally: by phone or in person for the record at the Broker’s registered office;
    • Electronically: to the email address reklamacje@rkb.pl.
  4. The Broker’s response to a complaint will be provided in writing or by email, if the person submitting the complaint requests to receive the response in that form. Additionally, upon request, the Broker will confirm in writing or in another agreed manner that the complaint has been submitted.
  5. The Broker shall respond to the complaint without undue delay, no later than within 30 days of its receipt.
  6. In particularly complex cases that prevent the complaint from being reviewed and a response provided within 30 days, the Broker will, within that time, send the client a notice explaining the reasons for the delay, indicating the circumstances that need to be clarified in order to resolve the matter, and specifying the expected date for resolving the complaint and providing a response, which shall not exceed 60 days from the date of receipt of the complaint.
  7. If the claims resulting from the complaint are not upheld, the client has the right to:
    • Submit an application to the Financial Ombudsman;
    • File a lawsuit with a common court.