Procedures for Handling Complaints
By this document, Payard Finance s.r.o., Company ID No. 195 55 792, with its registered office at Vlkova 532/8, Žižkov, 130 00 Prague 3 (the “Company”), informs clients about its procedures for handling complaints.
The Company handles complaints in accordance with applicable legislation and with the Company’s internal complaints-handling rules.
Handling of Complaints by the Company
A complaint is any submission by a client in which the client expresses dissatisfaction with the provision of one or more of the Company’s services. If a complaint is found to be justified, the Company will take the necessary corrective measures.
Submitting a complaint is free of charge, and the Company ensures prompt handling of complaints in line with its internal rules.
Dissatisfaction related to the provision of services must be raised without undue delay after the client discovers a defect in performance, and no later than within the period set by the relevant contractual provisions and legal regulations.
Clients may use the Complaint Form published on the Company’s website to submit a complaint.
The Company accepts complaints submitted by the following means:
Electronically – in writing to the email address:
compliance@payard.io
In hard copy – in writing to the postal address: Vlkova 532/8, Žižkov, 130 00 Prague 3.
A complaint must include the following information:
Identification details of the complainant (including any representative of the complainant):
where the client is a natural person – first name and surname, and permanent residence address or contact address;
where a representative acts for the client, proof of authority to represent the client;
the client’s / representative’s contact telephone number and email address;
the reason for the complaint and a specification of the service to which the complaint relates, including supporting documents evidencing the statements made in the complaint.
The client will be informed in writing without undue delay, and no later than within 5 business days from the date the complaint is submitted, of the receipt of the complaint and whether it is admissible.
A complaint must be investigated within a reasonable period and as soon as possible, but no later than 30 calendar days from the date of receipt of the complaint. This period may be extended by an additional 30 calendar days. The time necessary for expert assessment is included in this period. Complaints are therefore handled without undue delay.
In exceptional cases where the Company is unable to comply with this timeframe, the client may be contacted to inform them of an extension of the handling period for the time necessary to investigate the case, the expected decision date, and the reasons for the delay.
If the client disagrees with the proposed resolution, the client will be informed of the possibility to refer the complaint to the Financial Arbiter’s Office, the Czech National Bank, and—on matters concerning the right to equal treatment and protection against discrimination—to the Office of the Public Defender of Rights (Ombudsman), including the relevant contact details of the authority concerned. The client’s right to bring an action before a court is not affected.