Complaints Procedure — Human Service

Definitions

  • Company: Human Service Mykhailo Zaitsev, with its registered office (for legal and tax purposes) at ul. Kwiatowa 1E/1 lok. 1, 05-091 Ząbki, woj. mazowieckie, Polska, NIP: 5223095388.
  • Client: An individual, legal entity, or organizational unit without legal personality using the Company’s services under this procedure and applicable laws.
  • Consumer: An individual engaging with the Company for purposes not directly related to their business or professional activities.
  • Services: Services provided by the Company, including but not limited to consultations and assistance with residence permits (Karta Pobytu), permanent residency (Pobyt Stały), citizenship applications, and administrative processes (e.g., PESEL, driver’s license replacement).
  • Procedure: This complaints procedure governing the submission and handling of complaints related to the Company’s services.

General Provisions

  1. The Company provides Services with due diligence, adhering to professional standards for consulting and administrative support in legalizing foreigners’ stay in Poland.
  2. The scope and timeline of Services depend on the nature of the case, the scope of the assignment, and agreements with the Client.
  3. Services are provided based on the factual information and documents submitted by the Client. The Client is solely responsible for the accuracy and completeness of provided information and documents. The Company is not obligated to verify the authenticity of documents unless otherwise agreed.
  4. Representation of the Client before public authorities or institutions is based on a power of attorney granted by the Client. The Company is not responsible for the outcome of the case or achieving a specific result.
  5. The Company informs the Client, upon request, about the progress and results of the Services.
  6. The Company maintains confidentiality of all information obtained in connection with the Services, in accordance with GDPR and Polish law.

Complaints Procedure

  1. Right to Complain: If the Company fails to perform or improperly performs a Service, or if the Service does not comply with this Procedure, the Client may file a complaint.
  2. Submission of Complaints:
    • Complaints must be submitted in writing via:
      • Email: biuro@humansvc.com
      • Post: Human Service Mykhailo Zaitsev, ul. Kwiatowa 1E/1 lok. 1, 05-091 Ząbki, woj. mazowieckie, Polska
      • In-Person: Clients may visit our office at ul. Grochowska 23/31 lok. 124, Budynek A, 04-186 Warszawa, woj. mazowieckie, Polska for in-person complaint submissions or inquiries
    • The complaint must include:
      • Client’s full name and contact details.
      • Description of the issue, including relevant dates and details.
      • Supporting documents (e.g., service agreement, correspondence).
  3. Exclusions: A complaint cannot be filed if:
    • The consultation indicates no clear solution due to legal ambiguities, conflicting interpretations, or lack of established legal precedent.
    • The Service was delayed, but the Client was informed and did not exercise the right to withdraw from the agreement.
  4. Additional Information: If the complaint lacks necessary details, the Company will request clarification from the Client before processing.
  5. Processing Timeline:
    • The Company will acknowledge receipt of the complaint within 3 business days.
    • The complaint will be resolved within 30 calendar days from receipt. If additional information is required, the 30-day period starts upon receipt of the clarified complaint.
    • If resolution within 30 days is not possible, the Company will inform the Client of the delay, the reasons, and the expected resolution date.
  6. Response:
    • The response, including the resolution decision, will be sent to the Client’s provided email address.
    • For Consumers, the response will also be provided in writing to the postal address specified by the Client, if requested.
  7. Resolution:
    • If the complaint is valid, the Company may offer a refund, re-performance of the Service, or other appropriate remedies.
    • If the Client is dissatisfied with the resolution, they may escalate the matter to the relevant Polish consumer protection authority or pursue legal recourse.

Final Provisions

  1. This Procedure is effective as of July 6, 2025.
  2. Matters not covered by this Procedure are governed by the applicable laws of the Republic of Poland, including the Civil Code.
  3. The Company reserves the right to amend this Procedure. Amendments will be published on the Company’s website and apply to new agreements from the date of publication. Existing agreements remain subject to the Procedure version in effect at the time of agreement.
  4. Disputes with Consumers will be resolved by courts in accordance with the Polish Code of Civil Procedure.
  5. Disputes with non-Consumer Clients will be resolved by the court competent for the Company’s registered office (ul. Kwiatowa 1E/1 lok. 1, 05-091 Ząbki, woj. mazowieckie, Polska).

Contact for Complaints:

  • Physical Office Address (customer service location): ul. Grochowska 23/31 lok. 124, Budynek A, 04-186 Warszawa, woj. mazowieckie, Polska
  • Registered Address (for legal and tax purposes): ul. Kwiatowa 1E/1 lok. 1, 05-091 Ząbki, woj. mazowieckie, Polska
  • Email: biuro@humansvc.com
  • Phone: +48 888 880 706