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Complaints

Procedure for filing and processing complaints filed by clients of WTW Services Sp. z o.o. ("Procedure")

§ 1
Preliminary provisions

  1. The procedure defines the rules for filing and processing complaints filed by customers of WTW Services Sp. z o.o. with its headquarters in Warsaw (02-672), 34a Domaniewska Street (hereinafter: "WTWS").
  2. The procedure has been issued on the basis of the provisions of the Act of August 5, 2015 on the processing of complaints by financial market entities, the Financial Ombudsman and Financial Education Fund(consolidated text, Journal of Laws of 2017, item 2270, as amended) and on the basis of the provisions of the Act of December 15, 2017 on insurance distribution (Journal of Laws of 2017, item 2486, as amended).
  3. WTWS handles complaints from customers who are natural persons and customers who are legal person and unincorporated companies, in accordance with the provisions of the laws referred to in paragraph 2 and the Procedure.
  4. The WTWS handles customer complaints referred to in paragraph 3 to the extent not related to insurance coverage provided under insurance contracts concluded by customers with insurance companies.

§ 2
Submission of complaints by individuals

  1. A WTWS customer who is an individual may file a complaint, i.e. an application in which he or she raises objections to the services provided by WTWS, to the extent not related to the insurance coverage provided.
  2. A customer who is an individual may file a complaint:
    1. in writing - in person, at the company's registered office in Warsaw (02-672), 34a Domaniewska St., or at any of the company's Branches (addresses available at wtwservices.pl/en/contact-us/) or by mail, within the meaning of Article 3.21 of the Act of November 23, 2012. Postal Law to the address: Warsaw (02-672), 34a Domaniewska St. or to the address of each of the Company's Branches;
    2. verbally - by phone at +48 22 318 82 00 or in person for a record during the customer's visit to the company's headquarters or any of the company's Branches (addresses available at wtwservices.pl/en/contact-us/);
    3. in electronic form to the email address: reklamacje-wtws@wtwco.com or through the form on the website wtwservices.pl
  3. When filing a complaint, a customer who is an individual may use the complaint form, attached as Appendix 1 to the Procedure, which is also available on the WTWS website at: wtwservices.pl
  4. In the content of the complaint, a customer who is an individual should include personal information that allows him or her to be identified, such as name, home address, and, optionally, insurance policy number, vehicle registration number, VIN number of the vehicle, as well as a description of the objections to the services provided by WTWS.
  5. At the request of a customer who is an individual, WTWS will confirm the customer's submission of a complaint, in the form requested by the customer.

§ 3
Handling of complaints filed by individuals

  1. WTWS handles a complaint from a customer who is an individual submitted in accordance with the venue and form requirements set forth in § 2 of the Procedure.
  2. WTWS shall consider the complaint referred to in paragraph 1 and shall respond to the customer without undue delay, but no later than within 30 days of receipt of the complaint. Sending the response before the deadline is sufficient to meet the deadline.
  3. WTWS makes every effort, e.g. by monitoring the time remaining to respond, to respond to the complaint as soon as possible.
  4. In particularly complex cases, making it impossible to consider the complaint and respond within the time limit referred to in paragraph 2, WTWS in the information provided to the customer who made the complaint:
    1. explains the reason for the delay;
    2. indicates the circumstances that must be established for the consideration of the case;
    3. specifies the expected timeframe for processing the complaint and providing a response, which may not exceed 60 days from the date of receipt of the complaint.
  5. WTWS shall respond to a customer who is an individual to a complaint in writing or in such other form as prescribed by the Law and agreed with the customer.
  6. WTWS provides a customer who is an individual with a response to a complaint by e-mail only upon the customer's request. The customer may submit such a request together with the submission of the complaint.
  7. In the absence of a statement from the Client as to the form of response to a complaint submitted by e-mail, WTWS shall respond to the complaint in writing by sending it to the address provided by the Client.
  8. WTWS' response to an individual customer's complaint shall include, at a minimum:
    1. actual and legal justification, unless the decision is in customer’s favour;
    2. comprehensive information on the position of WTWS on the objections addressed;
    3. The name,surname and the official position issuing the reply of the person responding on behalf of WTWS with an indication of his/her official position;
    4. Determination of the time limit within which the claim raised in the complaint considered in accordance with the will of the customer will be implemented, not more than 30 days from the date of preparation of the response;
    5. If the customer's claims under the complaint are declained - instruction on the possibility:
      1. to apply for consideration of the case to the Financial Ombudsman, in accordance with the provisions of the Act of August 5, 2015 on the handling of complaints by financial market entities and the Financial Ombudsman (consolidated text, Journal of Laws of 2017, item 2270, as amended);
      2. to apply to the Financial Ombudsman for resolution of the dispute through out-of-court proceedings;
      3. resolution of the dispute through mediation or arbitration by the Court of Arbitration at the Financial Supervision Commission (www.knf.gov.pl/dla_konsumenta/sad_polubowny/informacje_ogolne);
      4. to file a lawsuit against WTWS in the common court of local jurisdiction to hear the case.
  9. If WTWS fails to meet the deadlines referred to in paragraphs 2 and 3, the complaint is considered to have been processed in accordance with the customer's wishes.>/li>

§ 4
Filing of complaints by legal entities and unincorporated companies

  1. A WTWS customer that is a legal entity or an unincorporated company may file a complaint with WTWS to the extent not related to the insurance coverage provided.
  2. A customer who is a legal entity or an unincorporated company may file a complaint in any form, including:
    1. in writing - in person, at the company's registered office in Warsaw (02-672), 34a Domaniewska St., or at any of the company's Branches (addresses available at wtwservices.pl/en/contact-us/), or by mail, within the meaning of Article 3(21) of the Act of November 23, 2012. Postal Law to the address: Warsaw (02-672), 34a Domaniewska St. or to the address of each of the Company's Branches;
    2. orally - by phone at +48 22 318 82 00 or in person for a record during the customer's visit to the company's headquarters or any of the company's Branches (addresses available at wtwservices.pl/en/contact-us/);
    3. in electronic form to the email address: reklamacje-wtws@wtwco.com or through the form on the website wtwservices.co.uk
  3. When filing a complaint, a customer who is a legal entity or an unincorporated company may use the complaint form available on the WTWS website at: wtwservices.pl
  4. In the content of the complaint, the customer who is a legal entity or an unincorporated company should include data enabling its identification, e.g. company, registered address, REGON, and optionally insurance policy number, vehicle registration number, VIN number, as well as a description of the objections to the services provided by WTWS and the name and signature of the person(s) authorized to represent the customer who is a legal entity or an unincorporated company.
  5. At the request of a customer who is a legal entity or an unincorporated company, WTWS will confirm the customer's submission of a complaint, in the form requested by the customer.

§ 5
Handling of complaints filed by legal entities and unincorporated companies

  1. WTWS handles the complaint of a customer who is a legal entity or unincorporated company submitted in accordance with the requirements set forth in § 4 of the Procedure.
  2. WTWS considers the complaint referred to in paragraph 1 and provides the customer with a response within 30 days from the date of receipt of the complaint. Sending the response before the deadline is sufficient to meet it.
  3. In particularly complex cases, making it impossible to consider the complaint and respond within the time limit referred to in paragraph 2, WTWS in the information provided to the customer who made the complaint:
    1. explains the reason for the delay;
    2. indicates the circumstances that must be established for the consideration of the case;
    3. specifies the expected timeframe for processing the complaint and providing a response, which may not exceed 60 days from the date of receipt of the complaint.
  4. WTWS shall provide a customer who is a legal person or an unincorporated company with an answer to the complaint in paper form, by means of another durable medium or in another , provided for in the Law, form agreed with the customer.
  5. In the event that WTWS does not respond to the complaint within the time limits referred to in paragraphs 2 and 3, the complaint is considered to have been resolved in accordance with the customer's wishes.

§ 6

  1. In the case of a contract concluded via the Internet, a customer who is a consumer has the right to use out-of-court dispute resolution and file a complaint through the platform of the online dispute resolution system (ODR Platform) in accordance with the Regulation of the European Parliament and of the Council (EU) No. 524/2013 of 21.05.2013. - address: ec.europa.eu/consumers/odr/. The European Commission is responsible for the operation of the ODR Platform.

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