When can you submit a complaint?
You may submit a complaint whenever you consider that the services provided by BB Care have been performed in breach of the contract, applicable law or your legitimate expectations. This applies in particular to situations relating to insurance advice, policy administration, organisation of the insurance programme and support in notifying and managing claims.
How can you submit a complaint?
You may submit a complaint in the form most convenient for you. For your benefit, we recommend a form that allows the content of the notification to be recorded (e.g. written or electronic message).
- Via the form or contact details – available on the Contact page – by sending a description of the matter along with data enabling identification.
- By post – to the registered address of the entity conducting brokerage activities under the BB Care brand, marked "Complaint".
- In person – during a meeting with a BB Care representative; for evidential purposes we recommend preparing a brief written description of the matter.
What information should a complaint contain?
To enable us to handle the complaint as efficiently as possible, we ask you to include – where possible – the following information in the notification:
- your identifying details or those of the organisation you represent,
- a description of the event or objections to which the complaint relates,
- information about when the event occurred or when you became aware of it,
- an indication of what resolution you consider appropriate,
- contact details to which we should send our response (e.g. e-mail or postal address).
Acknowledgement of receipt and response deadlines
The complaint is registered in our system and handled by the appropriate team. We respond to complaints within the time limits prescribed by financial and insurance market law. If, for reasons beyond BB Care's control, it is not possible to handle the complaint within the standard deadline, we will inform you of this, indicating the reason for the delay and the expected date of the final response.
Form of response
We provide our response in the form corresponding to the channel via which we received the notification (e.g. by post or electronically), unless you request a different form. The response addresses the objections raised, provides information on the outcome of the complaint examination and, where necessary, sets out our reasoning.
What can you do if you disagree with the response?
If you disagree with the response to the complaint, you may contact us again with additional clarifications or submit an appeal. You also have the right to use available legal remedies, including the possibility of referring to the competent public institutions supervising the financial market or dealing with the protection of financial services clients, in accordance with applicable law.