Common use of Complaints Clause in Contracts

Complaints. 12.1. In case you have any complaints, you are entitled to file them directly with Ferratum, using the contact data provided in clause 1 above or on its Website. Complaints shall be filed in writing (including email) specifying therein: a) you name, surname, personal identity code, address of the place of residence and contact information; (b) date of submission of the complaint letter and (c) the nature of the conflict, your claim and substantiation thereof. You shall enclose copies of documents certifying the transaction as well as other documents substantiating the complaint (if possible). An electronically submitted complaint shall not require a signature. Ferratum shall provide acknowledgement of receipt within two (2) working days and a reply (either by email or post) to you withinfifteen (15) calender days from the day of receipt of the submission. In case it is not possible to answer a complaint within such period, Ferratum shall inform you of such fact without delay, specifying a reasonable time period, which shall not be longer than an additional fifteen (15) calender days, within which the reply shall be provided and providing the reason for the delay. These time limits do not include the time for correction or completion of your complaint in case the said complaint in incomplete.