POLICY AND PROCEDURE
PROCEEDING ON COMPLAINTS AND OBJECTIONS FROM CUSTOMERS

I. Цел и правна основа

This Policy aims to ensure compliance, timely, transparent and fair handling of all complaints, objections and complaints submitted by customers of the Financial Credit Center (in the following text: "The Society").

Politics regulates them: the method of reception, record, processing, decision-making and reporting on appeals and objections, deadlines, responsible persons and the obligations of the Company.

II. Дефиниции

"Complaint / Sentence" – any written or electronic statement through which the customer expresses dissatisfaction in relation to:

• the quality of the service,
• decision made by the Company,
• data processing,
• contractual relations and financial obligations,
• behavior of employees.

"Client" – a natural or legal person who uses or has requested a service or financial product from the Company.

"Complaints Officer" – a person appointed by the Admissions Manager, coordination and processing of complaints.

III. Начела на постапување

The company is guided by the following principles when dealing with complaints and objections:

Legality - every complaint is processed according to the applicable regulations. Objectivity and impartiality – the holder of the procedure must ensure a fair consideration.

Timeliness - complaints are resolved within the agreed and legally determined deadlines. Transparency – the client receives clear and complete information about the course and outcome of the procedure.

Protection of personal data - every complaint is processed using measures to protect confidentiality.

IV. Канали за поднесување жалба

Customers can file a complaint through:

Written submission in the business premises of the Company.

Email to the official address for complaints. Online form through the Company's website. Mail at the headquarters of the Company info@fkcbs.com.mk. A Book of Complaints in the business premises.

Oral complaints are not treated as a formal complaint, but the officer is obliged to record it and inform the client about the official channels.

V. Прием и евиденција

Every received complaint is entered in Archive book of the Society, which contains:

• date and hour for appointment,
• first and last name/title of the client,
• contact details,
• description of the complaint,
• attached documentation,
• responsible person,
• deadline for action,
• status and outcome.

It is issued/shipped to the customer acknowledgment of receipt, at the latest within 2 working days.

VI. Постапка по жалба

Initial inspection

• The competent officer checks the accuracy, the completeness and relevance of the complaint.
• If necessary, requires additional documentation from the client (year before 5 working days from receipt of the request).

Processing and analysis

• The facts and circumstances are established;
• Information is collected from relevant services;
• It is determined whether there was a violation of contractual provisions, regulations or internal policies.

Decision making

He makes the decision:

• The competent officer or
• Appeals Committee.

The deadline for making a decision is 15 working days from the day of completion of the complaint. The term can be extended for additional 15 days if there are justified reasons, for which the client must be informed in writing.

VII. Известување на клиентот

The customer receives a written response containing:

• outcome of the procedure (adopted/partially adopted/rejected),
• reasoning with facts and evidence,
• guidance on further legal remedies (internal or external dispute resolution).

The answer is delivered by e-mail, in writing or by registered mail.

VIII. Видови исходи по жалба

• Appeal accepted – The company takes corrective measures, modification of data, correction of a decision, compensation for damage or otherwise.
• Partially accepted appeal - some of the allegations are admitted.
• Appeal rejected – when there is no non-compliance or violation of procedures.

IX. Зачувување на документација

All documentation related to the complaint is kept at a minimum 1 year after termination of contract , that is, according to the regulations for archiving and protection of personal data.

Only authorized persons have access to the documentation.

X. Обврски на Друштвото

Provides publicly available information on how to submit complaints. It enables easy and free filing of complaints.

Provides trained persons to handle complaints.

Keeps statistics on servings, complaints processed and resolved.

Analyzes and uses data from complaints to improve services.

XI. Внатрешна ескалација

If the client is dissatisfied with the outcome, it can:

submit a request for reconsideration to the Administrator;

request mediation or a procedure before a competent authority (Ministry of Finance/State Market Inspectorate or other relevant state authority).

XII. Ступување во сила

This Policy enters into force on the day of adoption by the Company.

 

December 2025 year