Would you like to file a complaint?
Each user may file a complaint if the services provided for in the Regulations have not been provided or are provided contrary to their provisions.
A complaint is any statement addressed to the Company by a User, in which the User reports his/her reservations regarding the services provided by the Company.
If your objections do not concern financial claims against SkyCash, the message will be considered a Notification. A Notification is a User's statement that does not meet the requirements of a Complaint, in which the User formulates objections regarding the functioning of the application or services provided by SkyCash, not concerning financial claims.
You can file a complaint:
- in electronic form, to the e-mail address: bok@skycash.com
- using the contact form located here here
- by phone at the following number: Phone: 22 403 8020 and/ or Phone: 22 403 8040
- in writing, sent to the correspondence address of SkyCash Poland SA, ul. Prosta 68, 00-838 Warsaw. Please mark the envelope as "Complaint" and include in the body of the message at least your name, surname, telephone number and email address, which you provided when registering for the SkyCash application.
Please remember that the complaint should include the e-mail address and phone number assigned to your SkyCash account and a description of the reported objections, date, time and amount of the transaction being complained about.
Providing the following information in the Complaint will significantly speed up its consideration:
- User name and surname / company name
- ID / phone number
- E-mail address
- Information about the transaction being advertised
- Information about the service being advertised
- The amount of the transaction being claimed (if applicable)
- Description of the subject of the Complaint
- Circumstances justifying a complaint
- Clear definition of expectations regarding how the complaint will be handled
Deadlines for responding to complaints
SkyCash will respond to complaints within 14 (fourteen) calendar days of receiving the complaint. Sending the response before the deadline is sufficient to meet this deadline. SkyCash will send the response to the complaint electronically, unless the user expressly requests a written response via traditional mail. The date of sending is deemed to be the date of sending the email or the date the letter is posted at the post office, depending on the user's request (§ 9, paragraphs 15-18 of the Application Terms and Conditions).
In the case of notifications that do not meet the criteria for a complaint, SkyCash will respond within 30 business days.
Legal basis:
Act of 30 May 2014 on consumer rights
Some Complaints or Notifications may require forwarding to another entity, e.g. carriers.
The User who is not satisfied with the outcome of the Complaint is entitled to use out-of-court dispute resolution under the provisions of the Act of 23 September 2016 on out-of-court resolution of consumer disputes. The entity competent for SkyCash in the event of a dispute with consumers is the Financial Ombudsman (website address: https://www.rf.gov.pl/polubowne or the Polish Financial Supervision Authority (website address: https://www.knf.gov.pl/dla_konsumenta/sad_polubowny). Detailed information on the principles of dispute resolution by entities authorized to conduct proceedings for the out-of-court resolution of consumer disputes can be obtained in person at the Office of the Financial Ombudsman, Out-of-Court Dispute Resolution Division, Al. Jerozolimskie 87, 02-001 Warsaw, by phone +48 22 333-73-26 or +48 22 333-73-27 or by e-mail at biuro@rf.gov.pl and in person at the Court of Arbitration at the Polish Financial Supervision Authority, Pl. Powstańców Warszawy 1, 00-030 Warsaw, by phone +48 22 262 40 54 or by e-mail at sad.polubowny@knf.gov.pl. The current list of entities authorized to conduct proceedings for the out-of-court resolution of consumer disputes within the meaning of the Act of 23 September 2016 on the out-of-court resolution of consumer disputes is available at: http://uokik.gov.pl/rejestr_podmiot_uprawnionych.php.