Definitions

Complaint – a written request or statement of the Client addressed to the Company, stating that in the Client's rights and (or) legitimate interests have been violated in relation to the services provided by the Company or agreements concluded with the Company and asking for satisfaction of the expressed claims.

Client – a legal entity or individual to whom the Company provides payment services or with whom the Company has entered into an agreement, and who has submitted a Complaint to the Company. For the purposes of this Policy, "Client" also includes any other party that has filed a Complaint concerning the Company’s services or agreements, such as a client of another financial market participant, a prospective client, etc.

Complaints Register – the complaints registration log of the Company maintained in electronic form.

Response to the Complaint – a written answer to a Client's complaint.

Responsible Person – an employee or other officer of the Company or outsourced third party, assigned as responsible for handling a Complaint with the Client.

Supervisory Authority – Ministry of Interior of the Slovak Republic (https://www.minv.sk/?trade-licensing).