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Realit kancelária DASH reality publishes pursuant to Act no. 250/2007 Coll. on consumer protection, this complaint procedure.
The complaints procedure regulates the conditions, methods and place of handling complaints and also describes the mutual rights and obligations of the real estate agency DASH reality and its clients within the complaint procedure. Every client (hereinafter "consumer") has the right to make a complaint about the service provided.
The consumer can make a complaint directly at the headquarters of the real estate agency or in writing at the address: DASH reality s.r.o., Trenčianska Turná 619, 913 21 Trenčianska Turná.
Complaint means the application of the consumer's right to verify the correctness and quality, or the scope of the service provided, and the application of responsibility for defects in the Real Estate Agency's services.
A consumer complaint related to non-fulfilment, or poor fulfillment of the obligations of a third party, or a consumer's initiative to improve the services of the Real Estate Agency or any other request, the subject of which is not the services or activities of the Real Estate Agency.
When applying for a complaint, the consumer has rights according to § 622 and § 623 of the Civil Code. The rights and obligations of the consumer related to the application and processing of the complaint are regulated by § 18 et seq. Act No. 250/2007 Coll. on consumer protection.
When making a complaint, the consumer decides which of the rights according to § 622 and § 623 of the Civil Code he applies. In the same way, the consumer must attach to his complaint all documents and evidence that prove the truth of his claims.
Based on the consumer's decision, the real estate agency will determine the method of processing the claim without delay, but no later than within 3 working days from the date of application of the claim. In justified cases, especially if a complex expert assessment of the quality or scope of the service provided is required, he will determine the method of equipment within 30 days from the date of application of the complaint. The period of 30 days is also the deadline for processing the complaint. After the expiration of this period, the consumer has the right to withdraw from the contract. Completion of the complaint is understood as the termination of the complaint procedure by correcting insufficient or non-provided service, or by paying an appropriate discount from the intermediary fee (commission).
If the claim is unjustified, the Realitná kancelária will reject the claim.
The Realitná kancelária bears the costs of handling the claim. However, this does not affect the Realitná kancelária's claim to reimbursement of demonstrably incurred costs related to the processing of an unauthorized claim.
The real estate office will issue a confirmation to the consumer when a claim is made. If the claim is made via e-mail, the Realitná kancelária will deliver confirmation of receipt of the applied claim to the consumer immediately. If it is not possible to deliver the confirmation of the application of the claim immediately, it will be delivered without undue delay, but at the latest together with the document on the processing of the claim.
The real estate agency will issue a written document about the processing of the claim no later than 30 days from the date of application of the claim.
Alternative dispute resolution
The consumer has the right to contact the Real Estate Agency with a request for redress if he is not satisfied with the way in which the Real Estate Agency handled his complaint or if he believes that the Real Estate Agency violated his rights by e-mail to info@dashreality.sk
If the consumer received a negative response to this request or did not receive any response within 30 days of sending it, he has the right to submit a proposal to initiate an alternative dispute resolution to the entity of alternative dispute resolution according to § 12 of Act no. 391/2015 Coll. on alternative resolution of consumer disputes.
The competent entity for the alternative resolution of consumer disputes is the Slovak Trade Inspection, to which the consumer can submit a proposal at the address: Slovak Trade Inspection, Central Inspectorate, Department for International Relations and Alternative Resolution of Consumer Disputes, Prievozská 32, p. Mr. 29, 827 99 Bratislava 27, https://www.soi.sk/sk/Alternativne-riesenie-spotrebitelskych-sporov.soi
This complaint procedure takes effect on September 14, 2023
Person authorized to process complaints:
Manager: Dáša Chupáčová RSc.