Complaints Handling Procedure

Breinrock s.r.o. · Version 1.0 · Effective 12 November 2026

1. What a complaint is

A complaint is any statement of dissatisfaction about any service we provide to you, including payment services. Making a complaint is free of charge.

2. How to make a complaint

You can complain in Czech or English, by email or by post.

• Email: complaints.cz@breinrock.com
• Post: Complaints Department, Breinrock s.r.o., Lazarská 1718/3, Nové Město, 110 00 Prague 1, Czech Republic
• Complaints form: you can download it from our complaints page (EN): https://www.breinrock.com/policies/czech-republic/cz-complaints or (CZ): https://www.breinrock.com/policies/czech-republic-cz/reklamace. Using the form is optional. We will not reject a complaint because it was not made on the form.

Please include:

• your full name and contact details
• your client or account number, if you have one
• what happened, with dates and any transaction references
• what you would like us to do to put it right
• copies of any documents that support your complaint

3. What happens next

1. We acknowledge your complaint within 48 hours. We confirm the date we received it, tell you who is handling it and how to contact them, and give you the timeframes below. If you used the form, we send you a copy of it.
2. We check that your complaint can be accepted. If we can’t accept it, we tell you why.
3. We ask for more information if we need it. We do this as soon as possible so your complaint is not delayed.
4. We investigate. A member of staff not involved in the matter reviews all relevant information.
5. We send you our decision in writing. We aim to respond within 48 hours. If your complaint needs more investigation, we reply as soon as possible and no later than 2 months after we received it. Our decision answers every point you raised and explains our reasons.
6. We close the case. If your complaint is resolved, we close it. If we can’t decide within 2 months because of exceptional circumstances, we tell you why and when you will receive our decision.

We communicate with you in clear, plain language, in the language of your complaint.

4. If you are not satisfied

If we reject your complaint, or accept only part of it, we explain why and tell you about your options. You can:

• contact the Czech National Bank, which supervises us: www.cnb.cz
• take the matter to court

5. How we keep records

We record every complaint and the action we take in a secure electronic system. We keep these records for at least 5 years.