Complaints
PRA Group Polska exercises due diligence in the case of identification and consideration of complaints submitted by clients or by other persons who may raise objections regarding contacts or other activities on the part of PRA Group Polska. Our goal is honest, professional and comprehensive handling of cases in accordance with the Good Practices of the Union of Financial Companies in Poland (ZPF), of which we are a member, and examining complaints in a transparent manner enabling the delivery of impartial and correct decisions.
You may submit a request to the ZPF Ethics Committee or Ethics Officer to check the compliance of a given business practice with ZPF’s Principles of Good Practice – for more details of the enquiry process, please see: https://zpf.pl/etyka/wniosek-do-komisji-etyki/
Permissible time for an answer to complaints
We make every effort to deal with complaints as soon as possible, not later than within 30 days from the date of their receipt, in accordance with the Good Practices of the Polish Financial Companies Association (ZPF). In a situation where it is impossible to provide a reliable answer, in particular when it depends on the provision of information from external entities, we will notify you in writing or by e-mail about the new deadline, which, however, should not exceed 60 calendar days from the date of receipt of the complaint. We provide responses to complaints in writing or via e-mail.
How to make a complaint?
Complaints may be submitted by the client or other persons who have reservations about contacts or other activities on the part of PRA Group Polska. If you want to make a complaint regarding the case or our actions, please send a letter of complaint to the address of PRA Group Polska, ul.Prosta 68, 00-838 Warsaw or by e-mail: kontakt@pragroup.pl
