We take every concern seriously. This procedure explains how to submit a complaint about a payment, a membership, a course or event, or any other matter, and how quickly we will respond.
1. Your Right to Complain
Every member, supporter, and participant has the right to submit a complaint. We will treat your complaint fairly, confidentially, and without any disadvantage to you.
2. How to Submit a Complaint
Please send us your complaint in writing. This gives us a written record so we can investigate properly.
3. What to Include
To help us resolve your complaint quickly, please include:
- Your full name and contact email
- The date and amount of any related payment, and the type (membership, support, or course/event)
- A clear description of the issue and what outcome you are seeking
4. Our Response Time
We acknowledge every complaint within 3 business days of receiving it. We aim to provide a full response and proposed resolution as soon as possible, and in any case within 15 days, in line with Serbian consumer protection practice. If we need more time for a complex matter, we will tell you and keep you informed.
5. If You Are Not Satisfied
If you are not satisfied with our response, you may refer the matter to the competent consumer protection authority in the Republic of Serbia. For complaints specifically about a card payment, you may also contact your card issuer or Banca Intesa.
6. Contact
To submit a complaint or ask about the procedure, contact us:
Association of Turks in Belgrade · Jurija Gagarina 231, 11070 Beograd (Novi Beograd), Serbia · MB 28217765 · PIB 109831638