A complaint may be submitted in one of the following ways:

• By completing the online form available on the company website;
• By sending an e-mail to: This email address is being protected from spambots. You need JavaScript enabled to view it. or This email address is being protected from spambots. You need JavaScript enabled to view it.;
• By mail to the company's address: Stolačka 8, 11000 Belgrade, Serbia;
• By submitting a written complaint in person at the payment counter.

Complaints must be submitted in writing using the form titled “Complaint Form for Users of Products/Services – Natural Person / Legal Entity.”

The form can be downloaded from the company website.

AC Andjelković will not consider verbal complaints and is under no obligation to process them.

Upon receipt of a complaint, a confirmation of receipt will be issued using the delivery method selected by the complainant in the complaint form. Therefore, please carefully choose the most convenient and practical method for receiving both the confirmation of receipt and the final decision regarding your complaint.

In order for a complaint regarding our product or service to be considered, it must contain at least the following information and supporting documentation:

• Full name, address, telephone number, and e-mail address (if available) of the complainant, in the case of a natural person;
• Business name and registered office of the legal entity, as well as the full name of its legal representative or authorized person, if the complaint is submitted on behalf of a legal entity;
• The product or service to which the complaint relates;
• A description of the complaint (grounds for the complaint and the complainant’s requests);
• Evidence supporting the allegations stated in the complaint (e.g., invoice, photographs, or other relevant documents);
• Date of submission of the complaint;
• Signature of the complainant, legal representative, or authorized agent, except when the complaint is submitted electronically;
• Power of attorney, if the complaint is submitted by an authorized representative.

Response to a Complaint (Time Limits and Notification Procedure)

AC Andjelković is obliged to provide a response to the complainant no later than 8 days from the date of receipt of the complaint.

In the event of circumstances beyond reasonable foreseeability that may delay the delivery of a response within the stated period, the organization reserves the right to extend the decision-making period by up to 30 additional days, provided that the complainant is duly informed of such extension.

AC Andjelković is obliged, upon oral or written request, to inform the user of the product or service about the status and progress of the complaint procedure.

The complainant may obtain information regarding the status of the complaint during the company's business hours by contacting the designated complaint resolution officer at:

+381 63 206 270

The response to a complaint shall include:

• A statement addressing the allegations contained in the complaint;
• An explanation of the findings;
• An assessment of whether the complaint is justified.

If the complaint is found to be justified, the user of the product or service will be informed whether the reasons for the complaint have been remedied and, if not, of the measures to be taken and the timeframe for their implementation.

No fees are charged to the user for the handling of a complaint. Any costs arising from the complaint procedure shall be borne by AC Andjelković.

If the complaint is rejected, the complainant may seek resolution of the dispute through alternative dispute resolution procedures and/or before competent bodies responsible for out-of-court consumer dispute resolution, in accordance with the applicable Consumer Protection Act and other relevant legislation.