Complaints Procedure
This is an informative English translation. The Czech version is legally binding. Read the Czech version.
1) Email info@hypogo.cz; we reply within 30 days (up to 60 in exceptional cases). 2) If you disagree with the outcome, turn to the Financial Arbitrator (Finanční arbitr ČR): a free out-of-court procedure. 3) A report to the CNB (the supervisory authority) or the courts (always available).
01.What you can complain about
You can complain about anything you consider a failure on HypoGO's part:
- Incorrect or incomplete information
- A missed promised deadline
- An error in a document or calculation
- Inappropriate conduct by an adviser
- A breach of confidentiality
- Any other breach of our obligations
02.How to file a complaint
We accept complaints:
- By email: info@hypogo.cz (preferred route)
- By phone: 246 034 350 (recorded with your consent)
- In writing: by registered post to the registered office of Offgrid Labs s.r.o.
A complaint should include: your name, contact details, a description of the problem, supporting documentation (if any), and the outcome you are seeking.
03.Deadlines for handling complaints
- Acknowledgement of receipt: within 5 working days
- Resolving the complaint: within 30 days of receipt (Section 19(3) of Act No. 634/1992 Coll. on consumer protection)
If we do not respond to your complaint within 30 days (or 60 in exceptional cases), this can be grounds for a complaint to the CNB.
04.If you disagree with the outcome
Financial Arbitrator (Finanční arbitr ČR)
A free out-of-court procedure for consumers in disputes with financial institutions. Website: finarbitr.cz. You can file within 1 year of the intermediary's decision.
The Czech National Bank (CNB)
The supervisory authority for credit intermediaries. File a complaint by email to podatelna@cnb.cz or via a data box. The CNB does not compensate your loss but can impose a sanction on HypoGO. Website: cnb.cz.
The courts
Always available, but you pay court fees and proceedings can be lengthy. We recommend this only after the other routes have not worked.