Complaints Center –
Information on submitting a complaint
We strive to make all our processes and communication completely transparent and clear at all times, but we are aware that you will sometimes need to file a complaint or request further clarification. To simplify the submission and resolution of complaints, we invite you to familiarize yourself with the options and the process for submitting a complaint.
In accordance with Article 10, paragraph 4 of the Consumer Protection Act and Articles 17 and 60 of the Act on the Method, Conditions and Procedure for Servicing and Sale of Claims, EOS Matrix d.o.o. allows you to submit a complaint as described below.
How and why do we process the personal data you provide when submitting a complaint?
The personal data you provide when submitting a complaint is necessary for us to identify who filed the complaint (name and surname, OIB, and address) and to respond to your complaint (name and surname, OIB, address and/or e-mail, account/contract number).
Therefore, the purpose of processing this personal data is to respond to your complaint, based on the legal obligation prescribed by the Act on the Method, Conditions and Procedure for Servicing and Sale of Claims, the Consumer Protection Act, and other relevant regulations governing the right to file a complaint.
If you do not provide the data necessary for your identification or for resolving the received complaint, we will unfortunately not be able to respond to it.
We may provide the personal data you submit with your complaint to certain third parties to whom, in accordance with applicable regulations, there is a legal obligation to provide such data (such as the HNB, Ministry of Finance, AZOP, etc.).
The personal data of the complainant and the record of complaints are kept for 5 years from the end of the year in which the complaint was resolved. Exceptionally, we may keep documentation related to a complaint for a longer period if it is necessary to fulfill certain legal obligations or to exercise certain rights (e.g., for the purpose of conducting legal proceedings).
You can find more information about the processing of personal data by EOS Matrix d.o.o. in the Privacy Policy.
If you are attaching documentation to the complaint, you can send it by letter or e-mail. Upon receipt of the complaint, we will send a confirmation of receipt through the communication channel by which the complaint was received.
If submitting a complaint via e-mail or web form, in addition to your inbox, be sure to check your spam folder so you don't miss the sent confirmation of receipt of the complaint.
How will the complaint be resolved?
We will analyze, record, and process all received letters marked as a complaint in accordance with our procedure. We will provide a response to a complaint for which complete documentation has been received within 15 days.
Sometimes, due to objective reasons beyond our control, it is not possible to respond to a complaint within 15 days. We will inform you of this and state the reasons for the delay in responding to the complaint, as well as the deadline by which you will receive a final response, which will not be longer than 35 days from the date of receipt of the complaint.
Communication during the resolution of your complaint will be conducted in the Croatian language, using simple and understandable language.
Incomplete complaint
An application will be considered incomplete if any of the identification data required to verify your identity with certainty is missing. In this case, we will ask you for additional explanations or supplements with a clear indication of the missing content. After your feedback and the delivery of the supplementary content, the 15-day period for responding to your appeal will start again.
What if you are not satisfied with the decision?
Explore additional options.
If the decision is not what you expected, you can contact us and request that we reconsider it, or you can:
EOS Matrix d.o.o.
Phone: +385 1 2016 160
Fax: +385 1 6407 109
Business hours:
From Monday to Friday: 08:00 AM – 08:00 PM
Receiving clients from Monday to Friday:
09:00 AM – 03:00 PM for legal matters
12:00 PM – 04:00 PM for out-of-court debt collection