Legal texts: Hrvatski · English
If you are dissatisfied with the OwnerCare service, an invoice, communication or the handling of a particular situation, you may send us a written complaint. We aim to make the procedure straightforward and documented, and to provide a clear written response.
1. Where and how to submit a complaint
Send your complaint to [email protected] with the subject “OwnerCare – written complaint”. You may also send it by post to WEB STUDIO ŠIME, obrt za informatičke i marketinške usluge, vl. Šime Kalpić, Don Šime Urlića 7, 23000 Zadar, Croatia. Please do not send sensitive documents or unnecessary personal data by email.
2. Information that helps resolve your complaint promptly
Include your full name; email address or another contact for our response; property address or internal reference; contract number, file reference or invoice number, if available; date of the event; and a clear description of the issue and your expected resolution. If you have a photograph, invoice or other documentation relevant to the complaint, send only what is necessary to review the case.
3. Acknowledgement and response deadline
We record receipt of the complaint on a durable medium. We will provide the consumer with a written response no later than 15 days after receiving the complaint, in accordance with applicable legislation. If information essential to our response is missing, we will request it clearly and only to the minimum extent necessary. The deadline is calculated from receipt of a sufficiently specific complaint; we will nevertheless acknowledge receipt of your message without delay.
4. How we review the case
Where necessary, we review the agreed service scope, visit schedule, reports, photographs, communication, access records and invoices. Only persons who need the information to resolve the complaint have access to it. If the complaint involves a third party, contractor or property manager, we will not share your data beyond what is necessary without an appropriate basis or your instruction.
5. Outcome of the complaint
Our response will state our findings, whether we accept the complaint in full or in part, and any action we will take where applicable. If the complaint concerns billing or payment, we will clearly explain the basis of the amount and any adjustment. If you disagree with our response, you may request further explanation or contact the competent consumer protection authority.
6. An emergency is not a written complaint
If there is an emergency at the property — such as a visible water leak, damage after a storm or suspected unauthorised entry — use the agreed emergency contact or reach us through the fastest agreed channel. A written complaint is a channel for resolving dissatisfaction with the service; it does not replace an urgent notification requiring prompt assessment and the owner’s instructions.
7. Data protection and records
We retain complaints and related communication for as long as necessary to resolve the case and fulfil legal obligations. Data is processed to respond to the complaint, protect rights and obligations and maintain the required records. Read more about personal data processing in the Privacy Policy.
Last updated: 12 September 2026. English translation published: 3 October 2026.