This Complaints Procedure governs the handling of claims, complaints, and other submissions (hereinafter the “Submissions”) lodged by Clients of COMEFLEX CONSULTING s.r.o. (hereinafter COMEFLEX CONSULTING) in accordance with the Agreement on the Provision of a Registered Office (hereinafter the “Agreement”) and the Terms and Conditions (hereinafter the “TCs”); in particular, it establishes a standardized procedure for their resolution. Where terms or phrases beginning with a capital letter are used in this Complaints Procedure, they shall have the meaning defined in the Agreement and the TCs, or the meaning specified in the individual provisions of this Complaints Procedure.
1. Legitimacy of a Submission
Every Client, a person authorized by the Client, their representative, or a third party acting in the interest of the Client has the right to lodge a Submission if they believe that COMEFLEX CONSULTING has breached any of its statutory or contractual obligations, that the conduct of a COMEFLEX CONSULTING employee towards the Client was inappropriate or disproportionate, or if they wish to submit a proposal aimed at improving the services and products provided by COMEFLEX CONSULTING. A Submission is considered justified in cases where a service was not properly secured for the Client due to non-compliance with generally binding legal regulations or contractual terms. A justified Submission entitles the Client to a remedy, alternative performance, or potentially a full or partial refund of the service price. The responsible department shall decide on the justification of the Submission and the specific method of its resolution in accordance with applicable legal regulations and the internal procedures of COMEFLEX CONSULTING.
2. Form of Submission
- by post to the address of COMEFLEX CONSULTING: náměstí 14. října 1307/2, Prague 5, Postal Code 150 00
- by email to the email address: info@comeflex.cz
Submissions delivered in any other way (delivered to other email addresses of COMEFLEX CONSULTING or its employees) shall be forwarded to the competent departments by the staff members who receive them and are not authorized to process or resolve them. For Submissions received in this manner, COMEFLEX CONSULTING cannot guarantee compliance with the deadlines and processes established for handling Submissions; nevertheless, it will make every effort to observe the relevant deadlines and procedures. A Submission delivered to a telephone number, private postal address, or private email address of a COMEFLEX CONSULTING employee cannot be considered a duly delivered Submission.
3. Mandatory Content of a Submission
A Submission must contain at least the following:
- Client identification (first and last name / business name / legal name, personal ID number / date of birth / company ID number),
- the subject matter of the Submission, i.e., what the Submission concerns, what the Client is requesting, and against whom or what the Submission is directed.
To ensure the swift resolution of the Submission, it should further include:
- the Client’s contact details,
- chronological details, in particular the dates and times at which the events subject to the Submission occurred or were supposed to occur,
- identification of persons, i.e., names or other indicators to determine all individuals relevant to the subject matter of the Submission, both on the part of the Client and on the part of COMEFLEX CONSULTING,
- all other relevant facts and circumstances relating to the Submission.
Submissions must be made in the Czech language. COMEFLEX CONSULTING is entitled, but not obliged, to also accept Submissions in the English language.
4. Acknowledgment of Receipt
COMEFLEX CONSULTING will inform the Client in writing of every received Submission via email or post using the contact details specified in the Agreement or in the Submission itself.
5. Time Limits for Lodging a Submission
Submissions should be lodged as soon as possible after the occurrence (or non-occurrence) of the event that is the subject of the Submission. The maximum time limit for lodging a Submission is 6 months from the moment the contested event occurred (or was supposed to occur). If COMEFLEX CONSULTING deems it appropriate, it may also accept and resolve late Submissions.
6. Deadlines for Resolving Submissions
COMEFLEX CONSULTING shall decide on the justification of the Submission and its resolution within the shortest possible time, but no later than 30 days from receiving the Submission. This time limit does not include the period necessary for the Client to correct or supplement the Submission. In the case of a complex matter requiring detailed investigation or the cooperation of multiple COMEFLEX CONSULTING departments or third parties, COMEFLEX CONSULTING shall decide no later than 90 days from receiving the Submission. In such an event, however, it will inform the Client within 30 days regarding the extension of the resolution deadline.
7. Rights and Obligations of the Client
The Client is obliged to lodge Submissions in accordance with this Complaints Procedure. The Client is obliged to provide COMEFLEX CONSULTING with the cooperation necessary to handle the Submission, in particular to inform it in a timely, complete, and truthful manner of facts relevant to the assessment of the Submission, and to provide the documents necessary for its resolution. For this purpose, a request to supplement the Submission may be delivered to the Client. The Client is obliged to lodge the Submission immediately after learning of the subject matter of the Submission.
8. Resolution of a Submission
COMEFLEX CONSULTING will first decide on the admissibility of the Submission (its definiteness and compliance with deadlines) and will subsequently decide on the merits of the Submission. COMEFLEX CONSULTING shall inform the Client in writing of the method of resolving the Submission within the deadline specified in Article 6 of this Complaints Procedure.
Notice on Alternative Options for Exercising the Client’s Rights
The method of resolving a Submission in no way restricts the Client’s right to submit a motion to initiate court proceedings.