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 or on its mobile App. Complaints shall be filed in writing. Ferratum shall acknowledge the receipt of the complaint within two working days and shall answer the complaint without undue delay, but not later than within 15 working days. In case it is not possible to answer a complaint within such period, Xxxxxxxx shall inform you of such fact and the reason for the delay and provide you with an indication of when the investigation is likely to be completed. 12.2. You also have the possibility to submit a complaint directly in writing, to the Office of the Arbiter for Financial Services, at: The Office of the Arbiter for Financial Services, First Floor, Pjazza San Kalcidonju Floriana FRN 1530, Malta or xxx.xxxxxxxxxxxxxxxx.xxx.xx and/or to Odvetniska Pisarna Devetak in Partnerji, d.o.o. at: Xxxxxxxxxx xxxxx 00, 0000 Xxxx Xxxxxx, Email address: xxxx@xxxxxxx.xx (Tel. no.: 00 000 00 00, Website: xxx.xxxxxxx.xx). Any of these entities may request that you first direct your complaints to Ferratum before filing a complaint with them. In the case of a complaint filed with the Arbiter for Financial Services you will be required to provide your personal details, the name of Ferratum, the product or service you are complaining about, the reason/s for the complaint and the remedy that you are seeking. You will also be requested to provide the letter of complaint submitted to Ferratum allowing 15 working days for Ferratum to reply, the reply submitted by Ferratum, relevant documentation relating to the product you are complaining about and other documentation in support of your complaint. You will need to pay 25 EUR for the procedure. In the case of the Slovenian Association of Mediators the procedure is free of charge but you will have to bear the costs of an expert opinion if you ask for this and the person conducting the procedure estimates that the dispute could be resolved without it.

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 or on its mobile App. Complaints shall be filed in writing. Ferratum shall acknowledge the receipt of the complaint within two working days and shall answer the complaint without undue delay, but not later than within 15 working days. In case it is not possible to answer a complaint within such period, Xxxxxxxx shall inform you of such fact and the reason for the delay and provide you with an indication of when the investigation is likely to be completed. 12.2. You also have the possibility to submit a complaint directly in writing, to the Office of the Arbiter for Financial Services, at: The Office of the Arbiter for Financial Services, First Floor, Pjazza San Kalcidonju Floriana FRN 1530, Malta or xxx.xxxxxxxxxxxxxxxx.xxx.xx and/or to Odvetniska Pisarna Devetak in Partnerji, d.o.o. at: Xxxxxxxxxx xxxxx 00, 0000 Xxxx Xxxxxx, Email address: xxxx@xxxxxxx.xx (Tel. no.: 00 000 00 00, Website: xxx.xxxxxxx.xx). Any of these entities may request that you first direct your complaints to Ferratum before filing a complaint with them. In the case of a complaint filed with the Arbiter for Financial Services you will be required to provide your personal details, the name of Ferratum, the product or service you are complaining about, the reason/s for the complaint and the remedy that you are seeking. You will also be requested to provide the letter of complaint submitted to Ferratum allowing 15 working days for Ferratum to reply, the reply submitted by Ferratum, relevant documentation relating to the product you are complaining about and other documentation in support of your complaint. You xxxxxxxxx.Xxx will need to pay 25 EUR for the procedure. In the case of the Slovenian Association of Mediators the procedure is free of charge but you will have to bear the costs of an expert opinion if you ask for this and the person conducting the procedure estimates that the dispute could be resolved without it.