Rules for the submission and handling of complaints
We make every effort to clarify and resolve any problematic situations and inconveniences of our clients (including fund participants), arising in connection with the Company’s activity. We do everything possible to solve the problem of such a client as soon as possible, while at the same time thoroughly and comprehensively analysing the reported problem.
Please be advised that you are entitled to lodge a complaint, which may be submitted:
1) with regard to Fund Participants:
a) in writing – in person at the premises of the Company or in the form of a complaint sent to the address indicated on the Company’s website: www.tfibest.com.pl;
b) orally – by telephone at the number: + 48 (58) 769-92-99 or personally according to the Protocol during a visit of that Participant to the headquarters of the Company;
c) in electronic form, via e-mail, at the address: email@example.com.
2) with regard to claim management services performed by the claim Servicer:
a) in writing – in person at each facility of the Servicer indicated on the Servicer’s website or in the form of complaint sent to the mailing address of BEST S.A. ul. Stoczniowa 2, 82-300 Elbląg;
b) orally – by telephone at the number + 48 (58) 769-92-00 or personally according to the Protocol during a visit of that Client to the headquarters of the Servicer indicated on the website: www.best.com.pl;
c) in electronic form, via e-mail, at the address: firstname.lastname@example.org.
The complaint should contain sufficient data to verify the client making the complaint, in particular, the first name and surname or business name, Personal Identification Number (PESEL) or REGON, address of residence/headquarters and a detailed description of the subject-matter of the complaint.
The complaint is considered within 21 days from the date of its receipt, and in particularly complex cases within a period of not more than 60 days.
The response to the complaint is issued in writing, and if the client requests it in the complaint, electronically at the address indicated by the client.
At the same time, we would like to indicate that BEST TFI S.A. is subject to the supervision of the Financial Supervision Authority.