Complaints procedure

Expat Experts s.r.o. complaints procedure

Expat experts s. r. o., Štúrova 11, 811 02 Bratislava, ID no.: 47 051 639 (hereinafter referred to as the “Real Estate Agency” or Agency) publishes in accordance with Act. no. 250/2007 Coll. on Consumer Protection this complaints Procedure.

The complaints Procedure regulates the conditions, manner and place of handling complaints, as well as the mutual rights and obligations of the Agency and the Consumer as the physical entity PE within the complaints Procedure. Every Consumer (hereinafter referred to as the “Client”) has the right to file a complaint with the Agency relating the service provided.

Defining the complaint and instructing the Client

The term complaint means to exercise the Client’s right to verify the correctness, quality or scope of the provided service and / or to exercise the right for defects in the Real Estate Agency’s services. A Consumer complaint related to the non-fulfilment or defective fulfilment of the obligations of a third party is not considered as a complaint.

The Client has the right to file a complaint according to § 622 and § 623 of the Civil Code. The rights and obligations of the Consumer related to the application and handling of the complaint are regulated by § 18 of Act no. 250/2007 Coll. on consumer protection.

When making a complaint, the Client decides which of the rights pursuant to § 622 and § 623 of the Civil Code he/she is exercising. The Client is obliged to attach to the complaint all documents and evidence that prove their claims. The Real Estate Agency shall determine the method of handling the complaint without delay, but no later than within 30 days from the application date of the complaint.

The Real Estate Agency will issue a written confirmation to the Client upon receiving a complaint. If the complaint is made via e-mail or the Internet form, the Real Estate Agency will deliver a confirmation of receiving the complaint to the Client’s e-mail. If it is not possible to deliver the confirmation of the complaint immediately, it shall be delivered without undue delay, but no later than together with the arrangement of the complaint.

To settle a complaint means to conclude the complaint procedure by providing a correction for the provided service or for a service that was not provided, either in full or partially, by providing a suitable discount for the brokerage fee.

If the complaint is unjustified, the Real Estate Agency will reject the complaint. The Real Estate Agency shall issue a written document on the settlement of the complaint no later than 30 days from the application date of the complaint.

The real estate agency bears the costs associated with settlement of the complaint. This does not affect the Real Estate Agency’s right to reimbursement of demonstrably incurred costs related to the settlement of an un complaint

Instructions on alternative dispute resolution

The Client has the right to contact the Real Estate Agency with a request for redress if he/she is not satisfied with the way in which the Real Estate Agency handled the complaint or if he/she believes that the Real Estate Agency has violated their rights.

If the Real Estate Agency responds to this complaint in a negative manner or does not respond to it within 30 days of its submition, the Client has the right to submit a proposal to initiate alternative dispute resolution to the subject of alternative dispute resolution pursuant to § 12 of Act no. 391/2015 Coll. on alternative dispute resolution for Consumer disputes.

The relevant subject for alternative resolution of Consumer disputes is Slovenská obchodná inšpekcia (the Slovak Trade Inspection), whom the Client can submit a proposal at:

Slovenská obchodná inšpekcia, ústredný inšpektorát, Odbor pre medzinárodné vzťahy a alternatívne riešenie spotrebiteľských sporov, Prievozská 32, p. p. 29, 827 99 Bratislava 27 or electronically at:  ars@soi.sk, adr@soi.sk.

Filing a complaint

The client can file a complaint

  • by filling in the company internet form here at www.expatexperts.sk
  • or by emailing office@expat.sk
  • or delivered in written form by post to the address of the Real Estate Agency
  • or in person at the Real Estate Agency Premises

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