Complaints procedure
We take all complaints seriously. We are committed to resolving issues quickly and fairly.
The customer has the right to submit a complaint in a form that suits them (oral, written, incl. electronic).
A complaint can be submitted via the following channels:
Processing timelines
Eurex will review the complaint and inform the consumer of a possible resolution at the earliest opportunity, but no later than 15 days , and for legal entities within 30 days from receipt of the complaint.
If it is not possible to resolve within this time, Eurex will inform the customer about the reason for the extension and the additional response deadline.
Eurex informs the customer of the outcome via the customer’s chosen communication channel. If the customer chose phone, Eurex will also send the decision by mail or email.
If the complaint is not resolved
If the complaint results in disagreement or no compromise, the customer has the right to seek independent assessment or dispute resolution by the authorities, pre-court institutions, or the court below.
Consumer Protection Board
if the complainant is a consumer
Rahukohtu 2, Tallinn 10130
Phone: 62 01 700, fax: 62 01 701
Email: info@tarbijakaitseamet.ee, website: www.tka.riik.ee
Data Protection Inspectorate
Väike-Amerika 19, Tallinn 10129
Phone: 62 74 135, fax: 62 74 137
Email: info@aki.ee, website: www.aki.ee
Court
according to jurisdiction, more info: www.kohus.ee
Do you have questions?
Our customer support is here to help