In connection with the adoption by the Sejm of the Act of August 5, 2015 on handling complaints by a financial market entity and on the Financial Ombudsman (Journal of Laws of 2015, item 1348), Imperial Pay Sp. z o. o. informs that from October 11, 2015, customers have new rights in the field of complaints:

A complaint is a statement addressed to Imperial Pay Sp. z o. o., in which the client submits reservations regarding the services provided by the Company.

1. The complaint should be submitted in the form of:
   • in writing – in person or by post within the meaning of art. 3 point 21 of the Act of 23 November 2012 – Postal Law (Journal of Laws item 1529 and of 2015 item 1830).
2. After the consumer has filed a complaint, Imperial Pay Sp. z o. o. considers the complaint and replies in paper form within 30 days.
3. In complicated cases, which make it impossible to consider the complaint and provide a response within 30 days, Imperial Pay Sp. z o. o. will send the complainant information about the expected date of considering the complaint and providing a response, which may not exceed 60 days from the date of receipt of the complaint.
4. The Company’s decision regarding the submitted complaint will be sent to the correspondence address indicated in the complaint.