COMPLAINT HANDLING POLICY

"Auto Centar ANĐELKOVIĆ d.o.o. Belgrade" bases its business success, stable operations, and further organizational development on providing vehicle servicing, repair, maintenance, and towing services that are fully compliant with applicable laws and regulations, as well as with customer requirements, with the aim of achieving the highest possible level of customer satisfaction.

Special attention is devoted to the efficient and effective handling of customer complaints through the establishment of a complaint handling process, its implementation, periodic review, maintenance, and continual improvement.

The Complaint Handling Policy is aligned with the laws and by-laws of the Republic of Serbia, the company's internal regulations, and is customer-focused through:

• the commitment of management and all employees to continually increase customer loyalty and satisfaction by resolving all received complaints and enhancing the company's ability to improve its services;
• ensuring that employees are adequately trained in complaint handling and that all necessary resources are available;
• making information regarding the complaint handling procedure available to all interested parties;
• organized receipt and processing of complaints;
• objective assessment and decision-making regarding complaints, as well as the implementation of corrective measures where necessary;
• providing complainants with access to information throughout the decision-making process through a procedure that is open, effective, and easy to use;
• protection of personal data during complaint processing;
• establishing accountability for the implementation of this Policy;
• monitoring and reviewing the complaint handling process, including regular management reviews;
• continual improvement of the complaint handling process and raising employee awareness of the importance of this Policy.

All employees and interested parties are informed about this Complaint Handling Policy, and the highest level of management of "Auto Centar ANĐELKOVIĆ d.o.o. Belgrade" is responsible for its implementation.

It is the responsibility of top management to periodically review this Policy in order to ensure its continued relevance and suitability for the organization.

Belgrade, 01 January 2023

Director