Objections/Complaints
Keeping the trust of our clients is extremely important to us. We provide our clients with all the necessary assistance and service in all aspects of the leasing business. However, if you feel that you have a reason for an objection or complaint, we will pay due attention to it.
Who can I contact in case of complaint? How can I make a complaint?
- Please contact a customer relations manager in or his immediate superior. It can be done personally, by phone or in writing (a letter, an e-mail).
- You can use our Complaint Form.
- If you consider that your complaint has not been dealt with appropriately, you can send a letter or an e-mail directly to the IMPULS-LEASING d.o.o. management (by letter: IMPULS-LEASING d.o.o., za Upravu društva, V. Škorpika 24/I. 10090 Zagreb; by e-mail: pavlovic@impuls-leasing.hr)
What happens with your complaint?
Every complaint is processed fairly and objectively. We investigate within the company, collect and review all the evidence and information relevant to the complaint that make the basis for making our decision.
We respond to the complaint as quickly as possible. Please note that some cases are more complex than they appear at first glance. If the processing of your complaint takes more time or unforeseen delays in processing occur, we shall notify you and indicate a possible due date. If we are unable to either partially or fully meet your request, we shall notify you in writing, provide the explanation.
Whistleblowing
The internal whistleblowing system is primarily intended for employees of IMPULS-LEASING d.o.o. who have become aware of violations of European Union law in their work environment, primarily related to public procurement, financial services, products and markets, as well as the prevention of money laundering and terrorist financing, product safety and compliance, traffic safety, environmental protection, radiation protection and nuclear safety, food and feed safety, animal health and welfare, public health, consumer protection, protection of privacy and personal data, and security of network and information systems, breaches affecting the financial interests of the Union as referred to in Article 325 TFEU. of the Treaty on the Functioning of the European Union and further identified in the relevant measures of the European Union, as well as infringements relating to the internal market, as referred to in Article 26(2) of the Treaty on the Functioning of the European Union. of the Treaty on the Functioning of the European Union, including infringements of the European Union competition and State aid rules, as well as infringements relating to the internal market in relation to acts that infringe corporate tax rules or arrangements aimed at obtaining a tax advantage that is contrary to the object or purpose of the applicable corporate tax legislation, but to the same extent to possible other actions or omissions that would be contrary to positive legal regulations.
System for internal reporting of irregularities - reporting possible via the link:
https://rlbooe.integrityline.app
