Complaints

Clients may submit complaints:

1. In writing, in paper form: in person at the headquarters or a branch of Trigon Dom Maklerskiego S.A., by post, by courier,
2. In writing, in electronic form to the address: e-mail reklamacje@trigon.pl or via another available electronic communication method
3. Verbally: in person during a visit to a branch or by phone, at the helpline numbers: 801 292 292, 126 292 292 or 122 887 878

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Trigon Dom Maklerski S.A. responds to complaints without undue delay, no later than 30 days from the date of receipt. The deadline is met if the response is sent before its expiry.

In particularly complex cases, when a complaint cannot be resolved within 30 days, Trigon Dom Maklerski S.A. is obliged to:

1. explain to the Client the reasons for the delay,
2. indicate what circumstances need to be determined,
3. provide the expected date 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 written response, in paper or electronic form. The method of sending the response will be the same as the method of submission, unless the Client requests otherwise.

If the Client submitted a complaint verbally (in person or by phone), the response will be sent via the method indicated by the Client.

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If Trigon Dom Maklerski S.A. does not respond to a complaint within 30 days, or within 60 days in particularly complex cases, the complaint will be considered resolved in accordance with the client's wishes.

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The complaint response should include:

1. reasons for the decision – facts and legal basis (unless the complaint has been fully upheld),
2. the position of Trigon Dom Maklerski S.A. – explanation of the objections and reference to the relevant contract provisions,
3. details of the person responding – first name, last name, and job title,
4. resolution timeframe – if the complaint has been upheld, specification of the deadline for fulfilling the claim (no longer than 30 days from the date of drafting the response).

If the complaint has not been upheld, the response should also include information about the possibility of:

1. appealing the decision and the method of lodging it (if Trigon Dom Maklerski S.A. provides for an appeal procedure),
2. using mediation, arbitration, or other amicable dispute resolution methods (if Trigon Dom Maklerski S.A. provides for such a possibility),
3. submitting a request for the case to be reviewed by the Financial Ombudsman,
4. filing a lawsuit with a common court - indicating the entity that should be sued and the court with local jurisdiction to hear the case.

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For clients who have not entered into an agreement with Trigon Dom Maklerski S.A., the company provides information within 7 days of a claim being submitted regarding:

1. the place and form for submitting complaints,
2. the complaint resolution period,
3. how clients will be notified of the complaint resolution.

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If the provisions of the Agreement or Regulations regarding the submission and handling of complaints are more favorable to Clients than the provisions of the law, Trigon Dom Maklerski S.A. applies the more favorable provisions.

Detailed information on how to submit and handle complaints is contained in the Agreements and Regulations pertaining to services provided by Trigon Dom Maklerski S.A.

Regardless of the complaint procedure, the Client has the right to pursue their claims in accordance with applicable law.

Trigon Dom Maklerski S.A. is subject to the supervision of the Polish Financial Supervision Authority and the Financial Ombudsman.

We encourage you to familiarize yourself with the Act of August 5, 2015, on the handling of complaints by financial market entities, on the Financial Ombudsman, and on the Financial Education Fund.

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Rules for Submitting and Handling Accessibility Complaints at Trigon Dom Maklerski S.A.

Legal Basis:

Act of May 9, 2024, on the accessibility of certain products and services for persons with disabilities (Journal of Laws 2024, item 854).

Accessibility, as defined by the aforementioned act, is a feature of a product or service that enables its use by people with special needs, including persons with disabilities, on an equal basis with other users.

The right to submit a complaint belongs to a consumer or a person acting on their behalf who has noticed a lack of accessibility of services provided by Trigon Dom Maklerski SA (hereinafter "Trigon DM") or a lack of accessibility of the website www.trigon.pl or the "DoAkcji" application.

Complaints should be submitted:

• By letter to: Trigon Dom Maklerski S.A., ul. Mogilska 65, 31-545 Kraków
• By letter via ePUAP: "General letter to a public entity", selecting Trigon DM as the recipient
• By email to: reklamacje@trigon.pl‍
• By phone: Trigon DM helpline

⇒ +48 801 292 292

⇒ +48 126 292 292

⇒ +48 122 887 878

• In person at Trigon DM Branches:

⇒ ul. Mogilska 65, Kraków

⇒ Plac Unii, Puławska 2/Building B (6th floor) Warsaw

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Branches are open Monday to Friday 8:45 AM – 5:00 PM

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What your complaint should include:

1. Details of the person submitting the complaint (mandatory);
2. Name of the service, website, or DoAkcji application to which the complaint pertains;
3. Indication of the violation of accessibility rules;
4. Description of the request;
5. Indication of the form (correspondence address, email address, phone number) in which the response should be provided to the person submitting the complaint;
6. Optional date and signature.

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Rules for handling complaints:

1. Trigon DM has 30 calendar days to provide a response (in particularly justified cases, DM may extend the deadline to 60 days, after informing the complainant before the expiry of 30 days from the date of filing the complaint).
2. If no response is provided to the complaint before the aforementioned deadline, it is considered to have been resolved positively – in favor of the complainant.
3. If the complaint is upheld, Trigon DM is obliged to remove the accessibility deficiency within 6 months from the date of this acknowledgment.
4. Trigon DM informs the complainant about the outcome of the complaint in writing (letter) or in the manner indicated by the complainant.

Rules for appealing DM's decision in case of complaint rejection:

If DM has rejected the complaint, failed to fulfill the complainant's request, or failed to ensure accessibility, the complainant has the right to notify the President of the Management Board of PRFON about this fact.

The full text of the rules for submitting and processing complaints regarding lack of accessibility is available in a separate document ⇒ DOWNLOAD

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