ProFin Experts s.r.o., IČO: 55 440 037, registered office: Šikmá 12, 821 06 Bratislava, registered in the Commercial Register of the District Court Bratislava I, department: Sro, file no.: 169468/B (hereinafter referred to as "Real Estate Agency" or "RE") issues pursuant to Act no. 250/2007 Coll. on consumer protection, this complaint procedure.

1. The complaints procedure regulates the conditions, method and place of handling complaints, as well as the mutual rights and obligations of the Real estate agency and the client within the complaint procedure. Every client (hereinafter referred to as "consumer") has the right to file a complaint with Real estate office about the service provided.
2. The consumer can make a complaint at any RE office or at the headquarters of the Real estate office, or in writing at the mailing address: ProFin Experts s.r.o., Šikmá 12, 821 06 Bratislava.
3. The term complaint means the consumer's claim to verify the correctness, quality or extent of the service provided and/or the claim of responsibility for defects in the services of the Realty estate agency. A consumer's complaint related to the non-fulfillment or defective fulfillment of obligations by a third party, a consumer's initiative to improve the services of the Real estate agency or any other request, the subject of which is not the services or activity of the Real estate agency, is not considered a complaint.
4. When applying for a complaint, the consumer has rights according to § 622 and § 623 of the Civil Code. The rights and obligations of the consumer related to the application and processing of the complaint are regulated by § 18 et seq. Act No. 250/2007 Coll. on consumer protection.
5. When making a complaint, the consumer decides which of the rights according to § 622 and § 623 of the Civil Code he applies. The consumer is obliged to attach all documents and evidence that prove his claims to complaints. Based on the consumer's decision, the real estate agency will determine the method of processing the claim without delay, in complex cases no later than 3 working days from the date of application of the claim. In justified cases, especially if a complex expert assessment of the quality or scope of the service provided is required, he will determine the method of equipment within 30 days from the date of application of the claim.
6. After determining the method of processing the claim, the claim is processed immediately, in justified cases the claim can be processed later, while the processing of the claim takes no more than 30 days from the date of application of the claim. After the expiry of the deadline for processing the complaint, the consumer has the right to withdraw from the contract. Completion of the complaint is understood as the termination of the complaint procedure by correcting an insufficiently or not at all provided (part) of the service, by paying an appropriate discount from the intermediary fee (commission). If the claim is unjustified, the Real estate agency will reject the claim.
7. The real estate agency bears the costs associated with processing the claim. This does not affect the RE's right to reimbursement of demonstrably incurred costs related to the processing of an unauthorized claim.
8. RE will issue a confirmation to the consumer when making a claim. If the claim is made via means of remote communication (e-mail), RE will deliver confirmation of receipt of the applied claim to the consumer immediately. If it is not possible to deliver the confirmation of the application of the claim immediately, it will be delivered without undue delay, but at the latest together with the document on the processing of the claim.
9. RE will issue a written document on the processing of the claim no later than 30 days from the date of application of the claim.

INSTRUCTIONS ON ALTERNATIVE DISPUTE RESOLUTION

1. The consumer has the right to contact RE (e.g., by e-mail to the address info@profinexperts.sk) with a request for correction if he is not satisfied with the way in which the Real estate agency handled his complaint or if he believes that RE violated his rights.
2. If RE responds negatively to this request or does not respond to it within 30 days from its sending, the consumer has the right to submit a proposal to initiate an alternative dispute resolution subject to an alternative dispute resolution entity pursuant to § 12 of Act no. 391/2015 Coll. on alternative resolution of consumer disputes.
3. The competent entity for the alternative resolution of consumer disputes is the Slovak Trade Inspection, to which the consumer can submit a proposal at the address: Slovak Trade Inspection, Central Inspectorate, Department for International Relations and Alternative Resolution of Consumer Disputes, Prievozská 32, p.p. 29, 827 99 Bratislava 27 or electronically at: ars@soi.sk, adr@soi.sk. Other entities authorized for alternative resolution of consumer disputes are listed in the online list of entities:  ars@soi.sk, adr@soi.sk. Ďalšie subjekty oprávnené na alternatívne riešenie spotrebiteľských sporov sú uvedené v on-line zozname subjektov:

http://www.mhsr.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov-1/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov-1

1. RE's client (consumer) can use the online dispute resolution platform, available at: here on adress.

The proposal for starting an alternative resolution of a consumer dispute must contain:

1. consumer's first and last name, delivery address, e-mail address and telephone contact, if any,
2. the exact designation of the Real estate agency,
3. a complete and comprehensible description of the decisive facts,
4. indication of what the consumer is seeking,
5. the date when the consumer turned to RE with a request for correction and information that the attempt to resolve the dispute directly with RE was fruitless,
6. a statement that the same proposal has not been sent to another entity of alternative dispute resolution in the matter, the court or arbitration court has not decided on the matter, no mediation agreement has been concluded in the matter, nor has alternative dispute resolution been completed in the matter in accordance with § 20 par. 1 letter a) to e) of Act no. 391/2015 Coll. on alternative resolution of consumer disputes.

The proposal for starting an alternative solution to a consumer dispute is available online at: here on adress.

https://www.slov-lex.sk/pravne-predpisy/prilohy/SK/ZZ/2015/391/20160201_4545799-2.pdf

This complaint procedure fully replaces the previous complaint procedure.

This complaint procedure takes effect on May 16, 2023.

Person authorized to handle complaints: Ing. Katarína Vidrová, manager