Complaints

A Client may submit complaints:

1. In writing, in person, at the headquarters or at one of the branches of Trigon Dom Maklerski S.A.,
2. In writing via postal operator, courier, or messenger, to the address of the headquarters or one of the branches of Trigon Dom Maklerski S.A.,
3. Orally, by phone at the hotline number: 801 292 292, 126 292 292, or 123 748 748, or in person for recording during a visit to the headquarters or one of the branches of Trigon Dom Maklerski S.A.,
4. Electronically, to the email address reklamacje@trigon.pl, provided the complaint is sent from the email address specified by the Client in the Agreement or in a separate instruction from the Client.

Trigon Dom Maklerski S.A. may provide additional complaint submission channels, including electronic ones, in the agreements and regulations for brokerage services.

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Trigon Dom Maklerski S.A. provides a response to the Client's complaint without undue delay, but no later than 30 days from the date of receipt of the complaint. To meet the deadline, it is sufficient for Trigon Dom Maklerski S.A. to send the response before the expiration of the term.

In particularly complex cases that prevent the complaint from being resolved and a response provided to the Client within 30 days, Trigon Dom Maklerski S.A. is obligated to:

1. Explain the reason for the delay to the Client,
2. Indicate the circumstances that need to be clarified in order to resolve the matter,
3. Specify the expected timeframe for resolving the complaint and providing a response, which cannot exceed 60 days from the date of receipt of the complaint.

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Trigon Dom Maklerski S.A. provides the Client with a response in paper form or via another durable medium of communication.

At the Client's request, Trigon Dom Maklerski S.A. may provide a response to the complaint via email, to the email address specified by the Client in the Agreement or in the request.

In the case of Trigon Dom Maklerski S.A. failing to meet the 30-day response deadline, or the 60-day deadline in particularly complex cases, the complaint is considered resolved in accordance with the Client's wishes.

The response to a complaint directed to the Client should, in particular, include:

1. A factual and legal justification, unless the complaint has been resolved according to the Client's wishes,
2. Comprehensive information about the position of Trigon Dom Maklerski S.A. regarding the raised objections, including references to relevant parts of the standard agreement or the contract,
3. The full name of the person providing the response, along with their job position,
4. The deadline by which the claim raised in the complaint, resolved according to the Client's wishes, will be fulfilled, which should not exceed 30 days from the date of issuing the response.

In the case of rejecting the claims arising from the Client's complaint, the response should also include information about the possibility:

1. To appeal the position stated in the response if Trigon Dom Maklerski S.A. provides an appeal procedure, as well as how to file such an appeal,
2. To use the mediation institution, an arbitration court, or another alternative dispute resolution mechanism if Trigon Dom Maklerski S.A. offers such a possibility,
3. To submit a request for the matter to be reviewed by the Financial Ombudsman,
4. To file a lawsuit with a common court, indicating the entity to be sued and the court with jurisdiction over the matter.

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In relation to Clients who have not entered into an agreement with Trigon Dom Maklerski S.A., information about:

1. The place and form of submitting complaints,
2. The timeframe for resolving complaints by Trigon Dom Maklerski S.A.,
3. The method of notifying Clients about the resolution of complaints,

Trigon Dom Maklerski S.A. provides to the Client within 7 days from the date on which the Client's claims against Trigon Dom Maklerski S.A. were submitted.

If the provisions of the Agreement or the Terms and Conditions of a particular service provided by Trigon Dom Maklerski S.A. regarding the submission and handling of complaints are more favorable to Clients than the provisions of the above-mentioned Act, Trigon Dom Maklerski S.A. applies the more favorable provisions of the Act and the Terms and Conditions.

Detailed information regarding the complaint submission and handling procedure is included in the Agreements and Terms and Conditions governing the provision of services by Trigon Dom Maklerski S.A.

Regardless of the complaint procedure, the Client is entitled to seek their rights under the provisions of generally applicable regulations.

Trigon Dom Maklerski S.A. is supervised by the Polish Financial Supervision Authority and the Financial Ombudsman.

Trigon Dom Maklerski S.A. encourages Clients to familiarize themselves with the content of the Act of August 5, 2015, on the Handling of Complaints by Financial Market Entities and the Financial Ombudsman.

If the provisions of the Agreement or the Terms and Conditions of a particular service provided by Trigon Dom Maklerski S.A. regarding the submission and handling of complaints are more favorable to Clients than the provisions of the above-mentioned Act, Trigon Dom Maklerski S.A. applies the more favorable provisions of the Act and the Terms and Conditions.

Detailed information regarding the complaint submission and handling procedure is included in the Agreements and Terms and Conditions governing the provision of services by Trigon Dom Maklerski S.A.

Rules for submitting and dealing with complaints regarding lack of accessibility at Trigon Domu Maklerskim S.A.

Legal basis:

Act of 9 May 2024 on the availability of certain products and services for persons with disabilities (Journal of Laws 2024 item 854).

Accessibility within the meaning of the aforementioned Act is a feature of a product or service that allows it to be used by people with special needs, including people with disabilities, on an equal basis with other users.

Right to lodge a complaint is due to the consumer or a person acting on his behalf, who has noticed the lack of availability of services provided by Trigon Dom Maklerski SA (hereinafter “Trigon DM”) or the lack of availability of the website www.trigon.pl or the application “DoAkcioni”.

The complaint must be submitted:

• By letter to the address:
  Trigon Dom Maklerski S.A.
  65 Mogilska Street, 31-545 Krakow
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• In writing by EPUAP:
  “General letter to a public entity”, choosing Trigon DM as the recipient
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• By email to the following address:
  reklamacje@trigon.pl
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• By phone: Call center DM
  
  ⇒ +48 801 292 292
  
  ⇒ +48 126 292 292
  
  ⇒ +48 122 887 878
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• In person at Trigon DM Departments:
  
  ⇒ Mogilska Street 65, Krakow
  
  ⇒ Union Square, Puławska 2/building. B (6th floor) Warsaw
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The branches are open from Monday to Friday 8:45 — 17:00

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What should be included in the complaint:

1. Data of the person submitting the complaint (mandatory);
2. The name of the DoAction service, website or application to which the complaint relates;
3. Indication of a violation of the rules of accessibility;
4. Description of the request;
5. Indication in what form (address for correspondence, e-mail address, telephone number) the response is to be provided to the person submitting the complaint;
6. Date and signature.

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Rules for the consideration of complaints:

1. DM has 30 calendar days to respond (in particularly justified cases, DM may extend the deadline to 60 days, after informing the person submitting the complaint before 30 days from the date of submission of the complaint.
2. In the absence of a response to the complaint before the above deadline, it is considered to be considered positively — in favor of the person submitting it.
3. If the complaint is accepted, DM is obliged to remove the lack of availability within 6 months from the date of such recognition.
4. The DM informs the person submitting the complaint about the result of the consideration of the complaint in writing (letter) or in the manner indicated by the person submitting the complaint.

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Rules of appeal against the decision of the DM in case of rejection of the complaint:

In the event that DM rejected the complaint, did not comply with the request of the person submitting it or did not ensure availability, it has the right to submit a notification of this fact to the President of the Management Board of PRFON

The full content of the rules for submitting and handling complaints about lack of availability is available in a separate document ⇒ DOWNLOAD

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