Petitions

A petition represents a request, complaint, or notification through which facts likely to affect the rights or interests of the petitioner are brought to the attention of Investimental. It must be submitted in writing and send by post to Investimental’s headquarters, by email, or through the online system. The petitioner or their legal representatives, acting solely on the petitioner’s behalf and without any personal commercial interest, may express dissatisfaction with the financial investment services provided by Investimental or with the information provided in response to the petitioner’s information requests.

The petitioner represents the natural or legal person, a client of Investimental, who submits a petition regarding the financial investment services provided by Investimental under Law no. 126/2018 on financial instruments markets and ASF Regulation no. 5/2019, issued for its implementation.

A petition resolved favorably is a petition in respect of which measures have been ordered to remedy the reported situation.

A petition resolved unfavorably is a petition in respect of which no remedial measures have been ordered.

Submission and general framework for the handling of petitions

All petitions are treated equally and no restrictions are imposed on the exercise of clients’ rights. The responsible persons will respond to each petition received in clear and easy-to-understand language.

Petitioners have the right to receive, either upon express request or upon submission of a petition, written information regarding the internal petition handling process.

Petitions may be submitted in writing at Investimental’s headquarters, sent by post or email, or through the online system.

Headquarters and email address to which petitions may be submitted:

  • Investimental headquarters: 4–10 Tatra Mountains Street, 2nd floor, District 1, Bucharest
  • Email address: petitii@investimental.ro

The petition must contain the following information:

  1. Identification details of the person submitting the petition
  2. Subject matter of the petition (the service or activity complained of, or the information provided)
  3. Status of the person submitting the petition (holder or authorized representative)
  4. Interest of the person submitting the petition

The response time limit is 30 days from the date of registration, regardless of whether the solution is favorable or unfavorable. If the matters raised by the petition require more detailed investigation, the petitioner must be informed of the reasons for the delay / the stage of resolution of the petition, and the final response deadline may not exceed the 30-day registration period by more than 15 days.

In the event of an unfavorable resolution of the petition, Investimental will inform the petitioner of their right to address the competent bodies and authorities and to use amicable dispute resolution methods provided by law.

If the petitioner does not receive a response within the above-mentioned timeframe, or is dissatisfied with the response received, they have the right to address the following authorities:

  • Financial Supervisory Authority (ASF) – Bucharest, 15 Splaiul Independenței, District 5, postal code 050092, office@asfromania.ro;
  • National Authority for Consumer Protection (ANPC) – Bucharest, 72 Aviatorilor Boulevard, District 1, office@anpc.ro.

Amicable dispute resolution methods:

Mediation is an alternative dispute resolution method regulated by Law no. 192/2006 on mediation and the organization of the mediator profession.

Arbitration is an alternative dispute resolution method regulated by Articles 541 et seq. of the New Code of Civil Procedure.

SAL-Fin is a structure established within the Financial Supervisory Authority aimed at allowing consumers to access, free of charge, an alternative dispute resolution mechanism for disputes in the non-banking financial sector https://www.salfin.ro/