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COMPLAINT RULE

COMPLAINT RULE FOR EXCHANGE SERVICES


Procedure for processing client claims and complaints for exchange services provided by CASH POINT a.s., Opletalova 1284/37, 11000 Prague 1, ID 25574205.


1. Complaints and complaints of exchange office clients are accepted: through a completed complaint protocol submitted at any branch of our exchange office; we will gladly provide you with a list of establishments and a complaint protocol by letter to the address CASH POINT a.s., Opletalova 1284/37, 110 00 Prague 1. by email sent to the address info@cashpoint.cz.


2. A complaint is defined as a client's request to correct a condition that the client considers to be objectionable. If the client requires a specific remedy or compensation from the exchange, he will state this in the submission. A complaint is a communication from the client regarding an actual or perceived violation of the client's rights, interests, or violation of generally binding legal standards by the exchange office or its employees.


3. A claim or complaint can be filed by the client in person or by proxy at any branch of the exchange office. The person responsible for receiving complaints is each cashier. In such a case, the employee of the exchange will write up a complaint protocol with the client. By signing it, the client confirms the veracity of the information he has provided. The employee will provide the complainant with a copy of the complaint protocol.


4. Claims and complaints (filed at the establishment or by email or letter) must contain an exact description of the specific transaction and its defects, so that the subject of the claim or complaint is obvious. Otherwise, within a reasonable period of time, the exchange office will request the completion of the claim or complaint, or the presentation of the relevant document, which proves the faulty provision of the service.


5. In the claim or complaint, the client must also state his identification data - full name and address for delivery of the decision on the claim or complaint.


6. The decisive date for determining the deadline for processing a claim or complaint is the date of its personal submission at the establishment, or the delivery of an email or letter.


7.The exchange office decides on the settlement of the claim without unnecessary delay, within the period set by law. The exchange office will preferably communicate the decision on the claim or complaint by email; the client must regularly check his spam folder. If the complainant has not provided an email address, it will be delivered in writing to the address provided. The exchange office proceeds in the same way when rejecting a claim or complaint due to lack of justification or due to failure to complete or submit a document necessary for the investigation. A decision on a claim or complaint without a postal or email address will not be delivered and the exchange office will communicate the decision upon request. If the exchange accepts a claim or complaint, it will arrange a remedy within 30 days from the delivery of the claim or complaint.


8. The client has the option to submit a proposal for an out-of-court settlement of a dispute arising from a foreign exchange transaction to the Office of the Financial Arbiter, address Legerova 69, 110 00 Prague 1, www.finarbitr.cz, phone: +420 257 042 070, mailbox ID: qr9ab9x, email: arbitr@finarbitr.cz.


9. The client has the option of filing a complaint about the exchange services of the Czech National Bank, address Na Příkopě 28, 115 03 Prague 1.

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Opletalova 1284/37
Nově Město, Praha
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