Regulation 4/2016 issued by the ASF authorizing the Alternative Resolution of Non-Banking Litigation-(SAL-FIN) Litigation Entity. “As of 19 July 2016 consumers of non-bank financial products who are in disputes with non-bank financial product traders may apply free of charge to the new alternative dispute resolution entity arising from the contractual relationship between it and the trader of such services SAL-FIN. Where expertise, translations of documents or other additional evidence are requested for the settlement of the dispute, the costs shall be borne by the party requesting them. Access to SAL-FIN procedures can be achieved both via the www.salfin.ro website and using classical methods, on paper or on another durable medium.

Consumers may contact the AMR-Fin Technical Secretariat which provides information to the parties and provides support to consumers in completing dispute resolution requests. Consumers can choose between two types of alternative dispute resolution procedures:

• proposing a solution
• imposing a solution

Consumers may access AMR procedures only if they prove that they have previously tried to resolve the dispute directly with the concerned trader. By this condition, it ensures that there is good will in the amicable resolution of the dispute between the two parties. The request for a resolution of the dispute shall be rejected by the Technical Secretariat if the consumer has not submitted the complaint to the AMR-FIN within one year of the date on which he, as the case may be, submitted the complaint to the trader or from the date of the offence giving rise to the dispute or, in the case of continuous acts, from the date of their termination. If the dispute is not within the jurisdiction of the SAL-Fin, the consumer may apply to another SAL entity.

Forms used by the consumer in relation to SAL-Fin as well as detailed information on this alternative dispute resolution procedure can be downloaded from the www.salfin.ro website.

Complaints Policy

The Company places particular importance on the fair, transparent, and efficient handling of complaints submitted by clients, in accordance with the applicable legislation in the field of insurance distribution and the regulations of the Financial Supervisory Authority (A.S.F.).

Clients have the right to submit complaints regarding the services provided by the Company, using the following channels:

• by e-mail at: office@kundenbroker.ro
• in writing, by submission to the Company’s registered office;
• in person at the Company’s registered office, with registration of the request and allocation of a registration number.

In the complaint handling process, the Company carries out the following steps:

• confirms receipt of the complaint within a reasonable timeframe;
• registers and analyses the complaint in an objective and impartial manner;
• requests, where applicable, additional information to clarify the situation;
• takes appropriate measures to resolve the complaint;
• provides a reasoned response within the period provided by applicable law, but no later than 30 calendar days from the date of registration of the complaint, depending on its nature.

Complaints are handled confidentially, in compliance with data protection principles and the rights of the individuals involved.

In the event that the client is not satisfied with the response received, they may address the matter to:

• the Financial Supervisory Authority (A.S.F.);
• other competent bodies;
• the competent courts of law, in accordance with the law.