Complaints and Enquiries

1. Any complaints or requests for information concerning this Insurance may be addressed to the Administrator or in writing, by email or by post to their offices in Prague:
Roztylská 1860/1, 148 00 Praha 4 - Chodov
Tel.: +420 233 103 111

2. DEFEND INSURANCE s.r.o. will acknowledge your complaint in writing within five business days and will aim to provide you with its decision on your complaint, in writing, within eight weeks of the complaint being made.

3. DEFEND INSURANCE s.r.o. is regulated by the Czech National Bank and entered into its registry of insurance intermediaries and independent loss adjusters under registration number 067517PA.

4. Should you remain dissatisfied with the decision on your complaint or if you have not received a final response within eight weeks of the complaint being made, you may be eligible to refer your complaint to the Czech National Bank.

The contact details are as follows:
Czech National Bank
Consumer Protection Department 
Na Příkopě 28
115 03 Prague 1
Czech Republic
Tel: +420 22 441 4359/2887
Fax: +420 22 441 2261

5. In the event of a consumer dispute arising from a purchase agreement or a service contract between us and the consumer that fails to be settled by mutual agreement, the consumer may refer to an out-of-court settlement of such dispute to a designated out-of-court consumer dispute resolution body

the Czech trade inspection office
Central Inspectorate - ADR Department
Štěpánská 15
120 00 Prague 2