Complaints

How to make a complaint

If you are not satisfied with our service, you can make a written complaint:

by email to info@goldeninvestgroup.com;
by post to GOLDEN INVEST d.o.o., Ulica Josipa Hatzea 22F, 23000 Zadar, Croatia;
in person at the same address. We recommend calling +385 99 378 8900 first so that someone is there to receive you.

Members can also send a complaint as a message from the member area. Please give your name and contact details, describe what happened and what you would like us to do, and attach copies of any documents that help.

What happens next

We confirm receipt of your complaint in writing without delay, using the channel you used. We send you a written reply within 15 days of receiving it, stating clearly whether we accept your complaint and what we will do. We keep complaints and our replies for one year.

If we cannot resolve your complaint

If our reply does not resolve the matter, it names the out-of-court consumer dispute resolution body competent for your complaint and tells you whether we will take part in proceedings before it. Bodies in Croatia include the Mediation Centre of the Croatian Chamber of Economy (Centar za mirenje pri Hrvatskoj gospodarskoj komori, Rooseveltov trg 2, 10000 Zagreb, mirenje@hgk.hr). If you live in another EU country, the European Consumer Centre Croatia (ecc-croatia@mingo.hr) can advise you.

Out-of-court dispute resolution is voluntary, and you always keep the right to go to court.

Personal data and language

Questions or complaints about how we handle personal data go to the same addresses. You may also complain to the Croatian Personal Data Protection Agency (AZOP); see our Privacy notice. You can write to us in English or Croatian.

Prigovori (hrvatski)

Ako niste zadovoljni našom uslugom, možete podnijeti pisani prigovor:

e-poštom na info@goldeninvestgroup.com;
poštom na adresu GOLDEN INVEST d.o.o., Ulica Josipa Hatzea 22F, 23000 Zadar;
osobno na istoj adresi. Preporučujemo da se prethodno javite na +385 99 378 8900 kako bi vas netko mogao primiti.

Članovi prigovor mogu poslati i porukom iz članskog dijela platforme. Navedite ime i kontakt, opišite što se dogodilo i što od nas tražite te priložite preslike dokumenata koji mogu pomoći.

Primitak prigovora pisano potvrđujemo bez odgađanja, putem kanala kojim ste nam se obratili. Pisani odgovor šaljemo u roku od 15 dana od primitka prigovora, uz jasno očitovanje prihvaćamo li prigovor i što ćemo poduzeti. Prigovore i odgovore čuvamo godinu dana.

Ako naš odgovor ne riješi spor, u njemu navodimo tijelo za alternativno rješavanje potrošačkih sporova nadležno za vaš prigovor i hoćemo li se upustiti u postupak pred njim. Takvo je tijelo, primjerice, Centar za mirenje pri Hrvatskoj gospodarskoj komori, Rooseveltov trg 2, 10000 Zagreb, mirenje@hgk.hr. Alternativno rješavanje sporova je dobrovoljno, a pravo na sudsku zaštitu uvijek vam ostaje.