Complaints
If you are not satisfied with our service, let us know. We register every complaint, confirm its receipt by e-mail and answer within 15 business days.
How to file a complaint
You can file a complaint:
- using the online form on this page — you receive the complaint number immediately,
- by e-mail to claims@fasfinance.com,
- in writing by post to our registered office: FAS finance company s.r.o., Vinohradská 2133/138, 130 00 Praha 3, Czech Republic,
- in person at our registered office, by prior appointment.
What a complaint should contain
| Client — natural person | Client — legal person or entrepreneur |
|---|---|
| name and surname | company name and registration number (ID No.); name of the person acting on behalf of the client |
| framework agreement number, if available | |
| number of the payment order the complaint relates to, if available (for complaints about a service or product) | |
| the reason for the complaint and a description of what happened | |
| e-mail address and telephone number | |
If something is missing, we will ask you to complete the complaint and set a reasonable time limit for doing so.
When to file
A complaint must be filed no later than 13 months from the day you discovered its cause (for example, that a payment order was not executed, or the day you received an incorrectly processed payment order), and in any case within the limitation period set by law.
How we handle complaints
- We confirm the receipt of your complaint by e-mail and give you its number.
- We handle the complaint within 15 business days of its receipt. If we need further documents or information, we will ask for them and set a time limit, usually 10 business days.
- If, for reasons beyond our control, we cannot answer within 15 business days, we will send you a holding reply explaining the reasons for the delay and the date of our final answer — no later than 35 business days after receiving the complaint.
- Our answer states whether the complaint is justified and whether we accept it, explains the decision with reference to the specific provision of the contract, the terms and conditions or the law, includes an apology if we made a mistake, and tells you what you can do if you disagree.
If you disagree with our answer
- If you are a consumer, you can turn to the Financial Arbiter of the Czech Republic (out-of-court dispute resolution, free of charge): Kancelář finančního arbitra, Legerova 1581/69, 110 00 Praha 1, tel. +420 257 042 070, arbitr@finarbitr.cz, www.finarbitr.cz.
- In matters concerning the prohibition of unfair practices, the prohibition of consumer discrimination and the legal obligations and rules that apply to us, you can also turn to the Czech National Bank, which supervises us: Na Příkopě 28, 115 03 Praha 1, tel. +420 224 411 111, podatelna@cnb.cz, data box 8tgaiej, www.cnb.cz.
- Your right to go to court is not affected.
We process the personal data in your complaint to handle it — see the privacy notice.