<p>PPrince Ex s.r.o. (trading as PPrince) is committed to handling all customer complaints fairly, transparently, and without undue delay.</p><p><strong>How to Submit a Complaint</strong></p><p>Customers may submit a complaint by email or by post to:</p><p><strong>Email:</strong> <a href="mailto:
[email protected]">
[email protected]</a></p><p><strong>Post:</strong></p><blockquote><p>PPrince Ex s.r.o.</p><p>Na Čečeličce 425/4</p><p>150 00 Prague,</p><p>Czech Republic</p></blockquote><p>Please include the following information in your complaint:</p><ul><li><p>Full name</p></li><li><p>Contact details (email address and/or telephone number)</p></li><li><p>Transaction reference number (where applicable)</p></li><li><p>Clear description of your complaint</p></li><li><p>Any supporting documentation</p></li></ul><p><strong>Complaint Handling Process</strong></p><p>Upon receipt of your complaint, we will:</p><ul><li><p>Acknowledge your complaint within 2 business days.</p></li><li><p>Investigate your complaint under the supervision of the Compliance Officer / MLRO.</p></li><li><p>Issue a final response within 15 business days of receipt wherever possible.</p></li><li><p>If additional time is required, we will notify you of the reason and provide an indicative resolution date.</p></li></ul><p><strong>Escalation</strong></p><p>If you are dissatisfied with the outcome, you may request a review by the Management Board by submitting your request in writing to the postal address above, marked "Management Board Review".</p><p><strong>Dispute Resolution</strong></p><p>Any dispute arising from or in connection with our services shall be governed by and construed in accordance with the laws of the Republic of Czech Republic. Where a dispute cannot be resolved through our internal complaints process, either party may refer the matter to the competent courts of Czech Republic.</p><p><strong>Cost</strong></p><p>Submitting a complaint is entirely free of charge.</p>