Complaint and Claim Procedure

General Provisions

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1 Introductory Provisions

1. Eurovalley s.r.o. (hereinafter referred to as "the Company" or "the Intermediary") is an insurance brokerage company that provides services in the field of insurance for all sectors of the economy, personal insurance, and employee benefit programs.
2. The Company is obliged to provide services with professional diligence under the conditions stipulated by generally binding legal regulations.

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2 Subject Matter of the Complaints Procedure

1. The purpose of this complaints procedure is to establish rules for handling complaints and grievances from the Company's customers and potential customers.
2. For the purposes of this complaints procedure, a customer is defined as a person who, based on the Company's intermediary activities, has entered into a contract with an institution for a service (especially in the field of life and non-life insurance).
3. For the purposes of this complaints procedure, a potential customer is defined as a person to whom the services specified in Article 2.2 are offered.
4. For the purposes of this complaints procedure, the customer and potential customer will hereinafter, where appropriate, be jointly referred to as "the Customer".

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3 Definition of Complaint and Grievance

1. A complaint is defined as a submission from a customer addressed to the Company, stating that a service was provided by the Company in violation of generally binding legal regulations, and requesting a statement from the Company or rectification of the situation.
2. A grievance is defined as a submission from the Customer complaining about improper conduct by the Company's employees or other persons through whom the Company carries out its activities (e.g., tied agents, subordinate insurance intermediaries).

Submitting a Complaint/Grievance

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4 Authorized Person

1. Only the customer is entitled to submit a complaint.
2. In addition to the customer, a potential customer of the Intermediary is also entitled to submit a complaint.
3. A person acting on behalf of the Customer under a power of attorney is also entitled to submit a complaint. The complaint must then include a power of attorney with an officially verified signature of the grantor, which grants the agent the authority to submit the complaint on behalf of the Customer.

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5 Form and Requirements of a Complaint

1. A complaint must be in written (paper or electronic) form.
2. A complaint must be addressed to the Company and contain at least the following information:
   
   1. an indication that it is a complaint;
   2. Customer identification details – name, surname, address, contact address for natural persons, and business name (name), registered office, contact address, names and surnames of persons authorized to act on behalf of the legal entity for legal entities;
   3. the subject of the complaint – a description of the facts on which the complaint is based;
   4. what the Customer is requesting;
   5. date and signature of the Customer, or the agent of these persons.
3. A complaint must be delivered to the Company without undue delay after the event to which the complaint relates occurred, or without undue delay after the Customer became aware of this event.
4. A complaint may also be submitted during a personal meeting with a Company representative, in which case a written record will be drawn up by the Company representative, containing the information specified in Article 5.2.

Receipt and Resolution of Complaints

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6 Receipt of Complaints

1. The Company is obliged, without undue delay after receiving a complaint, to examine whether it has been submitted by an authorized person and whether it meets the form and requirements specified in Article 5.
2. If the Company finds a discrepancy with Article 4 or Article 5, or if it does not consider the complaint to be sufficiently clear and understandable, it will send a written request to the person who submitted the complaint to supplement or correct it. This request will include a warning that if the supplement or correction is not delivered to the Company within the specified period (the Company sets the period at its discretion, with a minimum of 14 days) from the delivery of the request, the Company is entitled to reject the complaint.
3. If the person who submitted the claim or complaint fails to comply with this request in writing and does not provide the Company with the necessary information or additional details within the specified period, or if the discrepancy with Article 4 or Article 5 is irremediable, the Company is entitled to reject the claim or complaint. The person who submitted the claim or complaint will be notified in writing of the rejection.
4. If the Company finds no discrepancy with Article 4 or Article 5, or if the discrepancy has been resolved by sending a request under Article 6.3 and receiving additional information or other remedy based on this request, it will proceed with handling the complaint or claim.

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7 Handling of Claims/Complaints

1. The Company will decide on the complaint or claim in one of the following ways:
   
   1. if the Company has indeed violated generally binding legal regulations in the manner stated by the Customer in the claim/complaint, it is obliged to comply with the claim/complaint to the extent requested by the Customer and grant everything the Customer demands, or
   2. if the Company has indeed violated generally binding legal regulations, but not to the full extent stated by the Customer in the claim/complaint, it is obliged to partially uphold and partially reject the claim/complaint; the Customer will then only be granted the part of their request that corresponds to this violation, or
   3. if no violation of generally binding legal regulations, as stated by the Customer in the claim/complaint, has occurred on the part of the Company, it is obliged to reject the claim/complaint as unfounded.
2. The Company is obliged to handle the Customer's claim or complaint within 30 days of its receipt at the latest and send the Customer a written statement within this period. The time during which the Company requested the Customer to supplement the complaint or claim is not included in this period.

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8 Final Provisions

1. If the Customer does not agree with the resolution of the claim or complaint, they are entitled to contact the supervisory authority of the Intermediary, which is the Czech National Bank, with its registered office at Na Příkopě 28, 115 03 Prague 1, Czech Republic, www.cnb.czor file a lawsuit against the Company with the competent court.
2. The Customer is also entitled to contact the out-of-court dispute resolution body, which, in the area of investment services, life insurance, and consumer credit, is the financial ombudsman – www.finarbitr.czfor other financial products, especially non-life insurance and supplementary pension savings, the Czech Trade Inspection Authority – www.coi.cz.

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Brno, February 12, 2018

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