Complaints

A Client may submit complaints:

1. In writing, in person, at the headquarters or at one of the branches of Trigon Dom Maklerski S.A.,
2. In writing via postal operator, courier, or messenger, to the address of the headquarters or one of the branches of Trigon Dom Maklerski S.A.,
3. Orally, by phone at the hotline number: 801 292 292, 126 292 292, or 123 748 748, or in person for recording during a visit to the headquarters or one of the branches of Trigon Dom Maklerski S.A.,
4. Electronically, to the email address reklamacje@trigon.pl, provided the complaint is sent from the email address specified by the Client in the Agreement or in a separate instruction from the Client.

Trigon Dom Maklerski S.A. may provide additional complaint submission channels, including electronic ones, in the agreements and regulations for brokerage services.

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Trigon Dom Maklerski S.A. provides a response to the Client's complaint without undue delay, but no later than 30 days from the date of receipt of the complaint. To meet the deadline, it is sufficient for Trigon Dom Maklerski S.A. to send the response before the expiration of the term.

In particularly complex cases that prevent the complaint from being resolved and a response provided to the Client within 30 days, Trigon Dom Maklerski S.A. is obligated to:

1. Explain the reason for the delay to the Client,
2. Indicate the circumstances that need to be clarified in order to resolve the matter,
3. Specify the expected timeframe for resolving the complaint and providing a response, which cannot exceed 60 days from the date of receipt of the complaint.

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Trigon Dom Maklerski S.A. provides the Client with a response in paper form or via another durable medium of communication.

At the Client's request, Trigon Dom Maklerski S.A. may provide a response to the complaint via email, to the email address specified by the Client in the Agreement or in the request.

In the case of Trigon Dom Maklerski S.A. failing to meet the 30-day response deadline, or the 60-day deadline in particularly complex cases, the complaint is considered resolved in accordance with the Client's wishes.

The response to a complaint directed to the Client should, in particular, include:

1. A factual and legal justification, unless the complaint has been resolved according to the Client's wishes,
2. Comprehensive information about the position of Trigon Dom Maklerski S.A. regarding the raised objections, including references to relevant parts of the standard agreement or the contract,
3. The full name of the person providing the response, along with their job position,
4. The deadline by which the claim raised in the complaint, resolved according to the Client's wishes, will be fulfilled, which should not exceed 30 days from the date of issuing the response.

In the case of rejecting the claims arising from the Client's complaint, the response should also include information about the possibility:

1. To appeal the position stated in the response if Trigon Dom Maklerski S.A. provides an appeal procedure, as well as how to file such an appeal,
2. To use the mediation institution, an arbitration court, or another alternative dispute resolution mechanism if Trigon Dom Maklerski S.A. offers such a possibility,
3. To submit a request for the matter to be reviewed by the Financial Ombudsman,
4. To file a lawsuit with a common court, indicating the entity to be sued and the court with jurisdiction over the matter.

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In relation to Clients who have not entered into an agreement with Trigon Dom Maklerski S.A., information about:

1. The place and form of submitting complaints,
2. The timeframe for resolving complaints by Trigon Dom Maklerski S.A.,
3. The method of notifying Clients about the resolution of complaints,

Trigon Dom Maklerski S.A. provides to the Client within 7 days from the date on which the Client's claims against Trigon Dom Maklerski S.A. were submitted.

If the provisions of the Agreement or the Terms and Conditions of a particular service provided by Trigon Dom Maklerski S.A. regarding the submission and handling of complaints are more favorable to Clients than the provisions of the above-mentioned Act, Trigon Dom Maklerski S.A. applies the more favorable provisions of the Act and the Terms and Conditions.

Detailed information regarding the complaint submission and handling procedure is included in the Agreements and Terms and Conditions governing the provision of services by Trigon Dom Maklerski S.A.

Regardless of the complaint procedure, the Client is entitled to seek their rights under the provisions of generally applicable regulations.

Trigon Dom Maklerski S.A. is supervised by the Polish Financial Supervision Authority and the Financial Ombudsman.

Trigon Dom Maklerski S.A. encourages Clients to familiarize themselves with the content of the Act of August 5, 2015, on the Handling of Complaints by Financial Market Entities and the Financial Ombudsman.

If the provisions of the Agreement or the Terms and Conditions of a particular service provided by Trigon Dom Maklerski S.A. regarding the submission and handling of complaints are more favorable to Clients than the provisions of the above-mentioned Act, Trigon Dom Maklerski S.A. applies the more favorable provisions of the Act and the Terms and Conditions.

Detailed information regarding the complaint submission and handling procedure is included in the Agreements and Terms and Conditions governing the provision of services by Trigon Dom Maklerski S.A.