Complaints

The Client has the right to lodge a complaint against the services provided by Care Sp. z o.o.

 

  • The complaint may be submitted electronically to:reklamacje@care.com.pl or in writing, either in person, at a branch of Care Sp. z o.o., or by post in the meaning of Article 3 point 21 of the Polish Act of 23 November 2012 – Postal Law (Dz.U. – Journal of Laws of 2017, item 1481, as amended), or orally, either by telephone or in person, for the record, during a visit to a branch of Care Sp. z o.o. In the case of complaints made by telephone or orally, the receiving person must confirm this fact with a relevant memo dated and signed by the receiving person.
  • Complaints about services provided by Care Sp. z o.o., e. complaints unrelated to the insurance cover granted, are examined by Care Sp. z o.o.
  • Complaints submitted to Care Sp. z o.o. in relation to insurance cover granted, where an insurance company is competent to examine such complaints, will be immediately forwarded by Care Sp. z o.o. to the insurance company for examination. The Client shall grant Care Sp. z o.o. a power of attorney to forward insurance-related complaints submitted to Care Sp. z o.o. to the competent insurance companies.
  • Care Sp. z o.o. will respond to a complaint unrelated to existing insurance cover within 30 days of its receipt. This time limit is considered to be met if the response is sent before the expiry of this period.
  • In particularly complicated cases, where a complaint cannot be investigated and a response to the Client cannot be provided within the time limit referred to in point 4), Care Sp. z o.o. will provideinformation to the Client who has lodged the complaint where it will explain the reason for the delay, specify the circumstances that need to be established in order to investigate the case, and provide the expected period for investigating the complaint and providing a response, which cannot exceed 60 days from the receipt of the complaint.
  • If Care Sp. z o.o. has not accepted claims under a complaint, clients who are natural persons have the right to apply to the Financial Ombudsman for a review of the case.