Customer complaints

The manner of filing a complaint and the procedure for resolving complaints of The Merit Real Estate Agency and Services (TOK-ANA d.o.o.)

Satisfied clients reflect the quality of our work, which is why we always try to be at your disposal and to build a successful partnership. Because we value your opinion and because it is necessary for us to further progress and develop in accordance with your needs and expectations, your complaints help us improve our services and in this regard, they are extremely important feedback.

If you have a complaint about the business relationship with the Agency, i.e. our work and services, we suggest that you first try to resolve it orally by directly addressing the Agency’s employees both by phone and in person. In this way, the disputed situation will often be resolved much faster and easier. In those cases where the disputed situation fails to be resolved in such a manner, you can file a complaint in writing either:

by post to the address: Lovretska 14, 21000 Split


e-mail to:

The complaint that we receive in writing should contain personal data of the client/complainant (name and surname, OIB), a detailed description of the event/situation to which the complaint relates with the indication of all relevant facts and dates and proof of the merits of the complaint. If the complaint does not contain all the necessary information for its resolution, before sending a response to it, we will ask you to supplement it.

We will send a response to the complaint in the same way that you referred the complaint to us or in the requested manner, except in cases where ensuring the protection of personal data requires a different way of responding. The Agency will answer within a legally determined period of 15 (fifteen) days from the date of receipt of the complaint, and if the complaint is of a more complex nature and/or its resolution involves a third party, the resolution of the complaint may take longer than expected. In the latter case, we will inform you of the reasons for the delay and the approximate time in which you can expect a response.

The Agency will not respond to anonymous complaints.

If you are not satisfied with our response to the complaint or the resolution of the complaint, the legal authorities are at your disposal for further resolution of the complaint.

Merit ( TOK-ANA d.o.o. )