Analýza reklamačních protokolů a reklamačních řádů příslušných společností a jejich shody se zákonem

Abstract

This diploma thesis deals with the field of consumer protection, specifically with the issue of complaints filed by consumers. The main aim of this thesis is to analyse complaint protocols provided by individual consumers, who are not entrepreneurs, and complaint rules of the companies where the complaints were handled. Subsequently, an assessment of their accordance with law is carried out. At the end of each analysed case the author suggests solutions and actions which the consumer should follow so that the case would be solved in his favour. This thesis includes also a general characterization of consumer protection in the Czech Republic as well as a description of individual consumer claims when defects of goods occur and the process of complaint proceedings.