Complaints procedure

ADB Compensa Vienna Insurance Group Complaints Procedure

General principles

ADB Compensa Vienna Insurance Group pays special attention to the quality of its services. We make every effort to ensure that our customers are satisfied with our mutual cooperation. For this reason, it is very important for us to receive your feedback in order to improve the quality of our activities.

We are constantly striving to ensure the following general principles for handling complaints:

• The complaints process must be organized quickly, fairly, efficiently and properly;
• Complaints must be processed in a timely manner in accordance with the deadlines set by legal acts and internal documents;
• The applicant's personal data and other information are processed in accordance with the requirements of legal acts;
• Conflicts of interest must be avoided; The company shall take all necessary measures to identify and eliminate conflicts of interest;
• The staff responsible for handling complaints must have the necessary skills, knowledge and experience to perform these functions; they must have access to all the information necessary for the handling of complaints;
• All complaints are accepted and dealt with free of charge.
• Admission exceptions are listed below;
• All complaints and related information must be properly recorded and stored;
• The grievance process must be efficient and regularly updated;
• An internal reporting process must be in place, maintained and maintained to ensure an effective grievance process.

We handle complaints in accordance with the principles of fairness, reasonableness, fairness, goodwill, respect, sincerity, discretion, objectivity, impartiality and promptness. Employees responsible for handling complaints must comply with the requirements of the Code of Business Ethics approved by the Company.

If you want to file a complaint

We apologize if you are dissatisfied with our services. We will investigate the situation in detail, thoroughly, in a timely and appropriate manner.

To file a complaint, please use the attached complaint form for your convenience. We kindly ask you to provide your contact details so that we can contact you immediately to find out the situation you are unhappy with. Please also attach the relevant documents and clearly state your requirements to us.

Please note that we are unable to accept and process complaints that are:

• Submit anonymously;
• Presented in a language other than Lithuanian;
• Resubmit (when a response to a similar complaint has already been submitted) and no new documents / information have been submitted;
• Unclear (eg illegible, unspecified requests / requirements, etc.);
• Not related to the Company's actions. However, we handle complaints about the actions of our partners (such as insurance distributors);
• Other situations where the law provides for the possibility of not accepting and examining a complaint.

How to file a complaint

In order to resolve your complaint in the shortest possible time, please send the completed and signed complaint form to our central office at Ukmergės str. 280, LT-06115, Vilnius, e-mail: by e-mail info@compensa.lt, or by fax (8 5) 273 81 80.

You can also leave the completed and signed complaint at any of our representative offices or points of sale in the territory of the Republic of Lithuania. However, please note that in such cases, it may take longer to prepare our response due to the need to forward your complaint to the responsible staff.

Upon receipt of your complaint, we may ask you to provide additional documents or information, or to explain a situation you are unhappy with. Therefore, please check that the contact details (telephone number, e-mail or postal address) provided in the complaint are correct.

If you have any questions regarding the completion or submission of a complaint, you can consult our responsible staff on 19111.

Deadline for dealing with complaints

We will provide a response as soon as possible, but no later than within 15 (fifteen) business days from the date of receipt of your complaint. In exceptional cases, the deadline may be extended (eg if we are waiting for additional information or documents requested from you; there are other circumstances beyond our control, etc.). We will always inform applicants of any delay in submitting a response, indicating the reasons for such delay and the date on which the final response will be provided. In all cases, a final response will be provided no later than 35 (thirty-five) business days from the date of receipt of your complaint.

Other means of dealing with complaints

We hope to be able to resolve any disagreements with applicants on our own. However, if you are still not satisfied with our decision, you can lodge a formal complaint with the public authorities:

• Bank of Lithuania

Please note that the Bank of Lithuania only deals with consumer complaints. Information on the handling of complaints at the Bank of Lithuania is available on their website www.lb.lt or on our website www.compensa.lt.

• Courts of the Republic of Lithuania

You can also file an appeal with the courts of the Republic of Lithuania in accordance with the provisions of the Code of Civil Procedure of the Republic of Lithuania.

• State Data Protection Inspectorate

If your complaint concerns a breach of your personal data protection, you can lodge a complaint with the State Data Protection Inspectorate. For more information on data protection ADB Compensa Vienna Insurance Group, please read the Privacy Policy, which is published on our website at www.compensa.lt.