Requests, Complaints & Claims (PQR)

1. What is a PQR

It is the channel to submit requests, complaints, claims or suggestions about VANK's services. We want to resolve your request clearly and promptly.

2. Service channel

All PQRs are received at legal@vank.co. Include the word "PQR" in the subject to route your request.

3. What to include

To assist you better, please tell us: (a) your name or company name; (b) contact details; (c) your Account identifier (registered email); (d) a clear description of the matter; and (e) any supporting documents you consider relevant.

4. Response times

When the request relates to personal data and Colombian law (Law 1581 of 2012) applies, VANK will respond:

4.1. Inquiries: within a maximum of ten (10) business days from the date of receipt. If it is not possible to address the inquiry within that period, the applicant will be informed of the reason for the delay and the new response date, which may not exceed five (5) additional business days.

4.2. Claims (correction, update, deletion or alleged breach of duties regarding personal data): within a maximum of fifteen (15) business days from the day after receipt of the complete claim. If it cannot be addressed within that period, the reason for the delay and the new response date will be communicated, which may not exceed eight (8) additional business days.

4.3. Other consumer requests or claims are handled under the applicable regulations.

5. Procedure

• We receive your PQR and confirm its filing.
• We analyze the case and, if necessary, request additional information.
• We provide a substantive response within the applicable period.

6. Additional instances

If you are not satisfied with the response, you may turn to the competent authorities in your country for data protection or consumer matters (in Colombia, the Superintendence of Industry and Commerce – SIC), in accordance with the law.