Instruction for submitting Complaints

Instruction for submitting Complaints
1.
The Client can file a complaint to XTB related to the services provided by XTB, only in the
manners as specified below:

personally, in XTB’s Office, each working day between 8am – 6pm CET:
 in writing, on a paper application form (see Schedule No. 1);
 orally, recorded by XTB’s employee authorised to receive complaints;
2.

by a telephone, by calling the following telephone number: +48 22 273 99 50;

by post, to the registered address of XTB on a paper application form (see Schedule No. 1);

electronically, by filling on-line form in the Client Office.
Each complaint shall contain:

an information enabling XTB to identify the Client, consistent with the information submitted
to XTB at the conclusion of the Agreement or with later changes of mentioned information;
3.

Account number;

a number of the Order or the Transaction being the basis of the complaint, if applicable;

brief description of the problem the complaint concerns;

time of occurance of the problem which complaint concerns;

a precise request.
The Complaint Apllication Form for submitting complaints electronically is available at:
http://www.xtradebrokers.com/#files
4.
Principles of submitting a complaint, terms of its consideration and Client’s rights have been
settled in the Regulations on the provision of services consisting in the execution of orders to buy
or sell property rights, keeping property rights accounts and cash accounts by X-Trade Brokers
DM S.A..
5.
Address of XTB’s Office for submitting complaints personally or by mail:
X-Trade Brokers Dom Maklerski S.A.
ul. Ogrodowa 58
00-876 Warszawa
6.
Address of the Financial Ombudsman:
Biuro Rzecznika Finansowego
Al. Jerozolimskie 87
02-001 Warszawa (Poland)
X-Trade Brokers DM SA
ul. Ogrodowa 58
00-876 Warszawa
+48 222 019 560
[email protected]
www.xtb.pl
X-Trade Brokers Dom Maklerski S.A. z siedzibą w Warszawie, ul. Ogrodowa 58, 00-876 Warszawa, Polska, wpisana do rejestru przedsiębiorców
Krajowego Rejestru Sądowego prowadzonego przez Sąd Rejonowy dla m.st. Warszawy w Warszawie, XII Wydział Gospodarczy Krajowego
Rejestru Sądowego pod numerem KRS 0000217580, o numerze REGON 015803782, o numerze NIP 527-24-43-955, o w pełni opłaconym kapitale
zakładowym w wysokości 5 869 181,75 zł.
Schedule No. 1
COMPLAINT FORM
Name and surname /
name of the company:
ID number / register number /
tax identification number:
Account
number
concerns:
the
complaint
Order ID/ Position ID/Transaction ID
connected with the complaint:
Date/time the problem occurred:
Description of the complaint:
Client’s demands:
Please send the answer electronically,
to my e-mail address (YES/NO):
Date and signature:
X-Trade Brokers DM SA
ul. Ogrodowa 58
00-876 Warszawa
+48 222 019 560
[email protected]
www.xtb.pl
X-Trade Brokers Dom Maklerski S.A. z siedzibą w Warszawie, ul. Ogrodowa 58, 00-876 Warszawa, Polska, wpisana do rejestru przedsiębiorców
Krajowego Rejestru Sądowego prowadzonego przez Sąd Rejonowy dla m.st. Warszawy w Warszawie, XII Wydział Gospodarczy Krajowego
Rejestru Sądowego pod numerem KRS 0000217580, o numerze REGON 015803782, o numerze NIP 527-24-43-955, o w pełni opłaconym kapitale
zakładowym w wysokości 5 869 181,75 zł.