COMPLAINTS and CLAIMS

When can you contact us?

When you are dissatisfied with the services or products provided
When you believe that we have not acted in accordance with the contract
When you want to complain about an invoice or service
When you want to complain about the conduct of our staff
When you want to complain about services provided by our partners (e.g. garage, road assistance)

How can you contact us?

By email: stiznosti@ayvens.com
By post to: Ayvens s.r.o., Stížnosti, U Stavoservisu 527/1, 108 00 Prague 10

What do we need from you?

Your personal data so that we can identify you,
The number of the contract or invoice to which your complaint relates,
A careful description of the situation with which you are dissatisfied,
You can suggest the solution you require.

How will we contact you about resolving the complaint?

We will acknowledge the reception of your complaint. We will then investigate it thoroughly and let you know about the result using the same means you used for contacting us. If you wish to receive a response in a different way, please let us know. We will let you know how we will resolve your complaint within 30 calendar days at the latest. If we are unable to meet this deadline, please trust us that we are doing everything in our power to conclude the complaint as soon as possible.

Not satisfied with the handling of your complaint or claim?

If you disagree with the resolution of your complaint or claim, you have the option to use the whistleblowing tool of the Société Générale Group, to which Ayvens s.r.o. belongs. You can submit your complaint using this online form. You can also make your submission anonymously.

Other options for consumers

Consumers have the right to dispute resolution via the European Commission's website: OnlineDispute Resolution | European Commission In case of disputes, consumers can contact a financial arbitrator or the Czech Trade Inspection Authority. For details, see the section For consumers.