Filing a complaint

Clients may complain about the operations of companies HETA Asset Resolution Hrvatska d.o.o., Alpe-Adria poslovodstvo d.o.o,  and EPSILON GRAĐENJE d.o.o. submit via:

Telephone: +385 91 495 3187

E-mail address: compliance@heta-asset-resolution.hr

Process:
  • Customers and potential customers can file complaints at no charge.
  • Complaints will be reviewed and their receipt will be acknowledged without undue delay.
  • All complaints will be forwarded to the Legal Department without undue delay.
  • In collaboration with the Legal Department complaints will be investigated competently, diligently and impartially and assessed fairly, consistently and promptly.
  • After an official sign-off from the Legal Department:
  1. the complainant will be informed about the further handling of the complaint in a clearly, plain language that is easy to understand. This includes i.a. information about the expected time frame to handle the complaint if possible/foreseeable.
  2. the answer to the complaint will be communicated to the complainant in a reasonable time and manner and - if feasible - include an explanation of the decision and information about further options, which includes in particular possible alternative dispute resolution options
  • The handling of the complaint process will be documented.
  • Complaints will (if justified and/or possible) be treated confident