B2KAPITAL PORTFOLIO MANAGEMENT SRL (B2KPM) – is a debt collection entity registered in the Register of Debt Collection Entities, in the records of the National Authority for Consumer Protection (ANPC).
No. 4 Vasile Alecsandri Street and No. 11 C-tin Daniel Street, Building C, 2nd floor, County 1 Bucharest
Processing of personal data in the process of resolving complaints and exercise of data subjects’ rights
In cadrul procesului de solutionare a reclamatiilor B2KPM prelucreaza datele tale personale in scopul analizarii sesizarii, remedierii aspectelor sesizate sau reclamate si fomularii si comunicarii raspunsului la solicitare.
As part of the process of resolving your complaints and exercise of your rights, B2KPM processes your personal data for the purpose to analyse the notification, remedy the notified or claimed aspects and formulate and communicate the answer to your requests.
The legal basis for processing this data are mainly the fulfilment of some legal obligations and the legitimate interests of B2KPM, in which cases it is not necessary to obtain your consent, as data subject.
More details regarding the processing of personal data can be found in our Policy on Data Processing and Protection, available on our website at:
B2KPM seeks to continuously improve and streamline the services offered and communication with its customers. In this respect, in our work we emphasize the application of national regulations and international standards in this field, for optimal management of complaints and petitions of our clients. The requests, notices and complaints you send us are those that show us the usefulness and efficiency of the changes we make to improve our debt collection services and processes and represent for us an important milestone on the road to a better partnership with you.
B2KPM applies the following general principles for the management and resolution of complaints:
Resolution of complaints with integrity and respect.
Transparency towards customers and adequate information of the stakeholders by providing the necessary information on how complaints are managed and resolved.
Manage complaints with utmost confidentiality.
Action with maximum diligence to verify in detail and objectively any situation complained about.
Verification of the documentation related to the resolution of the complaint, taking into account both the clarifications and opinions of the competent authorities, as well as the opinion of other interested parties.
Implementing the measures necessary to correct internal processes to avoid any errors /dysfunctions in the supply of products/services in the future.
Regular monitoring and control of the complaint management process.
The Complaint is any written notice/information or request expressing any dissatisfaction with the activities or services provided by B2KPM. The complaint can also be filed by filling in the dedicated Form for Complaints / Notifications / Rights Exercise which you can download directly from our website by accessing: https://b2kapital.ro/en/privacy-policy/.
By post, courier, or directly to our headquarters in: No. 4 Vasile Alecsandri Street and No. 11 C-tin Daniel Street, Builiding C, 2nd floor, County 1 Bucharest, Romania, Postal Code 010639
Any natural or legal person, at any time has a dissatisfaction related to B2KPM’s activities or services.
When you want to make a request or file a complaint, the more specific you are, the better we will be able to solve your requests. We may ask you for more details or supporting documents in order to verify your identity or to promptly clarify your request.
In order to analyse and resolve your complaint quickly and completely, we need:
Minimum data necessary for your identification: name, surname, date of birth, home or residence address, telephone number and email address (if you want to communicate the answer in electronic format, by email). In case of companies, we need the name of the company, CUI, as well as the minimum identification data previously mentioned for the legal representative of the company.
The capacity of the person formulating the complaint ((claimed service / activity).;
Object of the complaint (claimed service / activity);
B2KPM may request additional information necessary to verify and confirm your identity, before we can allow access to your personal data or before acting and implementing certain measures in connection with the exercise of your rights (for example: a utility bill or another document that can help us verify identity, or, in more complex cases, a copy of an identity document).
Given that protecting the confidentiality of your data is very important to us, we inform you that, if you want to file a complaint through a representative or a lawyer, it is necessary to attach the document proving the quality of your representative. In the case of spouses and / or relatives up to and including the second degree, a self-statement signed by you is accepted, and in the case of other persons, a notarial power of attorney is required. Representation by a lawyer requires the power of attorney.
Your refusal to provide us with the minimum necessary personal data, or to provide us with up-to-date data, may result from delays or inaccuracies in the proper management of your requests, up to the impossibility of resolving your requests and / or complaints.
Your requests and / or complaints that are not signed or confirmed by a supporting document, or requests by which you do not provide us with the minimum identification data mentioned above will be considered anonymous and will be closed without providing you a response.
The answers and information requested by you will be provided to you through the same communication channel, unless you have requested that the answer and information to be transmitted to you through another channel and you have provided us with the necessary information in this regard.
The complaint will be taken over by a dedicated team – Complaints Department (email@example.com) , where it will be analysed with maximum diligence. We will look for the best solution to the reported problem and we will send you the answers through the channels agreed with you, according to the legal deadlines.
All responses to complaints and grievances will be made in writing and will include information on how they have been resolved (including confirmation of receipt of a grievance and time limits for resolution).
For complaints regarding receivables coming from loans: the response deadline is 30 calendaristic days from the date of receipt of the request.
For complaints regarding the personal data processing: the response deadline is 1 month from the date of receipt of the request, with the possibility of extension for a further period of 2 months.
For the other types of complaints: the response deadline is 30 calendaristic days, with the possibility of extension by 30 calendar days.
If the answer cannot be sent in due time for objective reasons or, if the notified issues require a more detailed investigation, we will send you a temporary answer, which will clearly indicate the reasons why the answer to the complaint will arrive late and will specify the deadline by which you will receive the final answer.
If you want to know the stage of solving your request / complaint, you can write to us at: firstname.lastname@example.org.
You can also receive, either at your express request or on the occasion of submitting a complaint, written information regarding the internal process of resolving complaints.
If the solution we offer does not meet your request, we will send you our point of view in writing along with detailed explanations. If you are not satisfied with the answer you received, you have the right to address the competent bodies and authorities.
Regardless of the nature of the relationship and your quality in relation to B2Kapital Portfolio Management SRL ("B2KPM"), you may exercise your rights at any time as the person concerned, within the limits and in compliance with the conditions laid down by the applicable legislation in the field of personal data protection, according to the General Data Protection Regulation (EU) 679/2016 – "GDPR": the right of information, the right of access to data, the right of rectification, the right to delete, the right to restrict processing, the right of opposition, the right to data portability, the right not to be subjected to an automated decision-making process, the right to withdraw consent (if any), the right to lodge a complaint before a Supervisory Authority.
If you wish to exercise your rights or file a complaint with us regarding the processing of your data, please read the details below.
How can you send us your questions or requests and How you can exercise your rights?
For the exercise of your rights it is necessary to submit a written request to this effect, including by filling in the – Form for Complaints / Notifications / Rights Exercise which you can download directly from our website by accessing: https://b2kapital.ro/en/privacy-policy/ .
It is necessary that your requests or complaints to be signed on paper or electronically, and in the case of petitions that cannot be signed, we will be able to request supporting documents through which we can verify and confirm the correctness of the data you provided electronically.
We will respond to you within one month, or, if the request requires a more complex analysis, this period may be extended by another two months, in which case we will inform you, accordingly, including the reasons for the extension.
We also inform you that, in justified cases, the law allows us to refuse to act according to your requests, for example if the purposes for which we process your data have not been achieved and the processing is not based on your express consent, or in case in which your requests are excessive, by their repetitive character or obviously unfounded. And in this case, we will give you a written explanation for such a refusal.
In the following sections you will find detailed your rights provided by the GDPR and the legal conditions applicable to their exercise.
I. Right to Information
You have the right to information and therefore you can request information and details at any time on how we process your personal data, which we will provide you in writing, through the channels requested by you.
II. Right of Access to Data
You may at any time request access to your personal data held by B2KPM, i.e., confirmation that your personal data is processed not by B2KPM, the purposes, grounds and conditions of processing, and, to the extent possible without violating the rights and freedoms of other data subjects, you may request us to provide you with a copy of this data.
III. Right to Rectify Personal Data
You can always ask us to correct the personal data we hold about you, including on the basis of a supplemental declaration signed by you, so that we can ensure at all times that your data is current, accurate and accurate.
In order to exercise this right, it may also be necessary to indicate the personal data for which rectification is requested, by completing a declaration of completion, dated and signed, to be accompanied, as appropriate, by supporting documents proving the need to correct the data.
IV. Right to Erasure
You can ask us to delete your personal data that we process, and we will take all necessary steps to do so, in case: :
they are no longer necessary to fulfil the purposes for which they were collected;
you withdraw your consent and the processing was done on the basis of this consent and there is no other legal basis to continue the processing;
te-ai opus prelucrarii datelor si nu exista motive legitime care sa permita prelucrarea in continuare;
you opposed data processing and there are no legitimate reasons to allow further processing;
your personal data has been processed without a valid legal basis for doing so.
At the same time, we inform you that the personal data for which you have submitted a request to exercise the right of deletion can be further processed in the following situations:
for the fulfilment of legal obligations that provide for processing, as well as
for the establishment, exercise or defense of a right in court.
V. Right to Object to Processing
For reasons related to your particular situation, you may object to the processing of your personal data based on your consent, the legitimate interest of B2KPM and/or other persons we represent, or processing done in the public interest.
In this situation, B2KPM will only be able to process your personal data if there are legitimate and compelling reasons justifying the processing and which prevail over your interests, rights and freedoms as the person concerned, or if the purpose is to establish, exercise or defend a right in court.
VI. Right to Restriction of Processing
You have the right to request a restriction of processing in the following situations:
you have disputed the accuracy of your personal data that we process, so that for the period necessary to verify their accuracy, your data will be restricted from processing;
has been found the processing of your personal data without a legal basis and you opposed the deletion of the data, requesting instead the restriction of processing;
you have opposed the processing of personal data, so that during the period when the validity of the processing grounds is verified, your data will be restricted;
although the period of retention of data has expired, you have expressly requested that your data be retained for the purpose of finding, exercising or defending a right in court.
In case of restriction of your personal data, it can be processed by storage. Processing in another way can only be done for:
finding, exercising or defending a B2KPM right in court;
for the protection of the rights of another natural or legal person;
on the basis of your express consent or
protection of a public interest.
If your request for a data restriction has been complied with, we will inform you accordingly before the processing restriction is lifted.
VII. Right to Data Portability
In the case of your personal data that we process by automatic means on the basis of your express consent, or on the basis of the execution of a contract concluded between you and B2KPM, you may ask us to provide you with this data, in a structured format that can be read automatically, which you can transmit to another operator, or you can ask us to send the data directly to that operator. , to the extent that this is technically possible.
VIII. Right to Withdraw Consent
In cases where the processing is based on your consent, it may be withdrawn at any time.
Withdrawal of consent will have effect only for the future, the processing carried out prior to the withdrawal of consent, remaining valid.
IX. Right to File a Complaint before a Supervisory Authority
If you are convinced that your personal data is processed incorrectly and does not comply with legal requirements, you can file a complaint with the National Supervisory Authority for personal data processing at:
Bd. Gheorghe Magheru 28-30, sector 1, postal code 010336, Bucharest, Romania, telephone: +40318059211; email: email@example.com or on the web page:http://www.dataprotection.ro/
Also, to the extent that you appreciate that your rights or freedoms have been violated, you can apply directly to the competent courts.