At Kurant GmbH, we highly value customer satisfaction. If you are ever dissatisfied with our services or products, we offer you the opportunity to submit a complaint. Our goal is to handle your complaint appropriately and promptly, learning from it to continuously improve our services. All complaints received are analyzed to eliminate recurring errors or issues. Therefore, we have implemented the following complaintm management measures:
Complaint Procedure
Who can file a complaint?
Any customer affected by our services or business activities can file a complaint.
How can you submit a complaint?
You can submit your complaint at any time via our contact form (Attachment) by email or by mail:
Email: complaint@kurant.net
By Mail: Address your complaint to:
Kurant GmbH
Complaint Management
Forchheimergasse 30A/4/1
A-1230 Wien
Austria
Please note that processing complaints by mail may take longer. Customers can
Communicate their complaints to us through various channels, either by email or by post.
What information do we need?
To process your complaint quickly and efficiently, we require the following
information:
- Your full contact details (name, address, phone number, email address)
- A brief description of the issue and the time when the complaint reason
- occurred
- Details about the product or service the complaint concerns
- Your request (e.g., issue resolution, service improvement)
- Copies of any relevant documents necessary for understanding the complaint
- (if available)
Processing Your Complaint
Upon receipt of your complaint, you will immediately receive an acknowledgment, if this is done in writing or an e-mail address is provided. Our response time will depend on the complexity of the complaint, but we generally aim to reply within a few business days. If we are unable to meet this deadline, we will inform you of the reasons for the delay and the expected processing time. If the complaint is justified, we will assess whether it concerns an immediately correctable issue or a defect requiring further processing. An immediately correctable issue will be addressed promptly, with appropriate measures taken to rectify it. The complainant will then be informed of the actions taken. If we cannot fully resolve your complaint, you will receive a clear explanation. Should we be unable to find a satisfactory solution, you can contact one of the alternative mdispute resolution bodies listed below.
Alternative Dispute Resolution Bodies
If you are not satisfied with our resolution, you can reach out to the following
organizations:
Austrian Financial Market Authority (FMA):
Otto-Wagner-Platz 5
1090 Vienna, Austria
Tel: +43 (0)1 249 59 – 0
Fax: +43 (0)1 249 59 – 5499
E-Mail: fma@fma.gv.at
Website: www.fma.gv.at
Austrian Economic Chambers:
Wiedner Hauptstraße 63
1045 Vienna, Austria
E-Mail: finanzdienstleister@wko.at
Tel: +43 5 90 900 4818
Website: www.wko.at/oe/information-consulting/finanzdienstleister/ombudsstelle
Arbitration for customer transactions:
Mariahilfer Straße 103/1/18
1060 Vienna, Austria
Tel: +43 1 890 63 11
E-Mail: office@verbraucherschlichtung.at
Website: www.verbraucherschlichtung.at
Alternative Dispute Resolution (ADR): At the European Union level, consumers have the option of settling complaints through alternative dispute resolution (ADR) procedures. Customers can, for example, use EU-wide networks such as FIN-NET, which connects national dispute resolution bodies across Europe.
Important links for ADR at EU level:
- FIN-NET: Information to FIN-NET
- EU-Kommission ADR-Portal: Dispute resolution for consumers
Confidentiality and Record Retention
Your complaints will be handled confidentially. Records of your complaint and any
actions taken will be kept for at least five years.
Additional Notes
Processing complaints is free of charge. These principles are reviewed regularly and
published on our website.
The complaint can be submitted in German, English and Spanish using the template in the appendix and should be addressed directly to the Complaint Management Department, the exact contact details of which are discussed above.
