In order to increase the quality of the services provided by the Exchange, and thus to protect the users of the Exchange, we give a brief description of the manner in which complaints are filed.
Any users who believe that the Exchange has acted in contravention of the general terms of use of a particular service in the course of professional activities laid down in the Capital Market Act, Regulation (EU) 2016/1011 or with regard to another activity specified in the Articles of the Exchange, or who believe their certain rights to have been violated, may submit a written complaint.
In the event that an oral complaint is received by telephone, the employee to whom the complaint has been communicated is required to inform the person submitting the complaint that the Exchange does not act upon oral complaints and instruct them to submit the complaint in one of the ways laid down in this Policy.
Complaints shall be submitted in one of the following ways:
- by post to the following address: Zagrebačka burza d.d. (Zagreb Stock Exchange, Inc.), Ivana Lučića 2a/22, 10000 Zagreb, n/p Ovlaštena osoba za upravljanje pritužbama (Att. Authorised complaints officer)
- by e-mail to: info@zse.hr and prituzbe@zse.hr
- by fax to: 00385 (1) 4677 680
- in person, on the premises of the Exchange at its registered office, and the Exchange shall promptly confirm receipt of the complaint in writing.
Each complaint must contain:
- name and surname, if the Complainant is a natural person, or company name, if the Complainant is a legal person;
- detailed account of the event or circumstances that are the subject of the complaint, as well as proof of the grounds for the complaint;
- complain submission date;
- address/e-mail address / fax number for the reply to the complaint.
The Exchange will not consider any anonymous complaints.
Any complaints received shall be analysed and handled as soon as possible, but not later than 15 (fifteen) days from the date of receipt of the complaint. If the response cannot be provided within that time limit, the Exchange will inform the Complainant in writing of the course of complaint handling procedure, the reasons for the delay and state when the response might be forthcoming.
The Exchange shall send the response to the Complainant using the same channel by which the complaint has been received, unless the Complainant has expressly requested another way of sending the response.
