Complaints handling procedure

Filing a complaint

Julianus Inkasso OÜ’s contacts for filing a complaint are:

  • Mailing address: Toompuiestee 35, 10149 Tallinn
  • Phone: +372 681 4400

We provide a written response to written complaints. Complaints submitted by e-mail must be digitally signed.

Forming a complaint

The complaint must state:

  • First and last name and personal identification number of the complainant.
  • The date on which the complaint was filed.
  • Complainant’s claim or request.
  • Circumstances underlying the complaint, including the reference number of the claim on the basis of which or in connection with which the complaint is filed.
  • The reasons for the complaint with references to the rights or laws that were violated, together with important documents (power of attorney, correspondence proving the violation, etc.).
  • Contact details where you want to receive a response to the complaint (e-mail address, telephone number or postal address).
  • If the complaint is filed by a representative the representative’s name and contact details must be included. The representative must always present a power of attorney to prove the right of representation.

Complaints handling procedure

Upon receiving a complaint, we will register it immediately. We will inform the complainant if the complaint is incomplete or needs additional documents to resolve the complaint.

If the complaint was made verbally, we will try to solve the problem immediately during the conversation. However, if the complaint requires a more in-depth analysis or clarification of the circumstances, we may ask you to submit the complaint in writing, by e-mail, or by mail.

We will respond to the complaint no later than 14 days after receiving it. If the resolution of the complaint takes more time, we will inform you of the reasons for the delay and the new response deadline, which will not exceed 30 days from the date of the complaint.

If the complaint is partially or completely rejected, we will explain in writing the reasons for rejecting the complaint.

If the complaint is upheld, we will notify you in writing of both the exact resolution and when the resolution will take effect.

Monitoring and procedures

If you are not satisfied with Julianus Inkasso OÜ’s answer you have the right to contact the supervisory authorities. The out-of-court dispute settlement committee or the court to obtain an independent assessment or resolve the dispute. In Estonia they are:

Financial Supervision Authority:

  • E-mail: info@fi.ee
  • Address: Sakala 4, 15030 Tallinn
  • Telephone: 668 0500

Consumer Protection and Technical Regulatory Authority

  • E-mail: info@ttja.ee
  • Address: Endla 10A, 10122 Tallinn
  • Phone: +372 620 1707

The Consumer Disputes Committee operating at the Consumer Protection and Technical Regulatory Authority:

European Commission consumer dispute resolution:

Estonian Data Protection Inspectorate:

  • e-mail: info@aki.ee
  • Address: Tatari 39, 10129 Tallinn
  • Telephone: 627 4135

Courts of the Republic of Estonia according to jurisdiction. Additional information: kohus.ee

Personal data and other information provided by the complainant are used and processed in accordance with data protection laws and other legal requirements. After the resolution of the complaint the information about the complaint is stored for up to five years after the resolution of the complaint or the end of the claim procedure.