Filing a complaint related to our regulated services
Last updated
Last updated
We provide the following electronic channels for Applicants to file a Complaint:
Complaints submitted via e-mail: the Client can submit a complaint by sending an email to dedicated e-mail address: .
Live Chat: Accessible on the website anytime via the chat modal, allowing clients to communicate with a customer support representative in real-time.
Complaints filed through these two channels will ultimately be directed to the Customer Relationship Management ("CRM") platform. A ticket will be created, and subsequent communication with the User will be done via email.
Applicants may file Complaints to the Company in any language supported by the CRM. The Company communicates with the Applicant, who has filed the Complaint in the language in which the Complaint was filed. This is subject to the condition that the Complaint is filed either in a supported language or an official language of the home Member State (Lithuania).
Receipt of the Complaint. At the time of acknowledging receipt of a Complaint, the Company provides the Applicant with the Description of the Complaints Handling Procedure. Auto-Acknowledgment of the Complaint upon receipt and first reply within 1-3 days. The acknowledgment of receipt of a Complaint must contain all of the following:
The identity and contact details, including email address and telephone number, of the person to whom, or the department to which, the Applicant must address any query related to their Complaint.
The date of receipt of the Complaint;
A reference to the timeline;
A copy of the Complaint (in case the Complaint was filed in electronic form).
Investigation of Complaints. The Company follows a structured and methodical approach to investigate Complaints, ensuring each case is handled fairly and transparently. The investigation process is as follows:
Initial Review. Acknowledge receipt of the complaint and provide an estimated response time. Conduct a preliminary assessment to determine the nature and severity of the complaint.
Escalation (If Necessary). If the complaint involves serious issues (e.g., fraud, security risks, compliance breaches), escalate to the relevant team (Legal, Compliance, or Technical). Assign an investigator or team to handle the case via the CRM.
Information Gathering. Collect relevant data from internal systems, transaction logs, and customer records. If necessary, request additional details from the Applicant or involved parties. Interview relevant stakeholders (if applicable).
Communication with the Applicant. Provide updates on the investigation status. Request clarifications or additional supporting documents if needed. Ensure transparency while maintaining confidentiality.
Final Review & Resolution Determination. Analyze the gathered information and determine an appropriate resolution. Ensure compliance with internal policies and regulatory requirements. If required, seek approval from senior management.
Updates & Documentation. Document the findings, resolution, and actions taken. Update internal records for compliance and future reference.
Resolution Communication. Inform the Applicant of the resolution, including any corrective actions taken. Provide instructions on the next steps (e.g., refunds, policy changes, appeal process). Offer escalation options if the Applicant is unsatisfied with the resolution.
Decisions. The Company follows a transparent and structured process for deciding on the outcome and final Handling of Complaints of its Applicants. After the initial investigation is completed, the decision-making process involves the following key steps:
Documentation of Findings. Compile all relevant information, including investigation reports, transaction records, customer communications, and regulatory considerations. Ensure that the documentation is clear, factual, and well-structured for internal and external reference.
Decision Process Regarding Financial Compensation. Assess if financial compensation is warranted based on policies, contractual obligations, and legal requirements. Consider factors such as customer impact, operational errors, and precedents from similar cases. If approved, determine the compensation amount and method (e.g., refund, reimbursement, service credit). Obtain necessary approvals from senior management or legal team if required.
Communication of the Decision. Inform the Applicant of the outcome in a clear and professional manner. Provide a detailed explanation, including the rationale behind the decision and any applicable policies or regulations. If financial compensation is granted, outline the payment process and expected timeline.
Appeals Process. Offer the Applicant the option to appeal if they disagree with the decision. Specify the timeline and procedure for submitting an appeal (e.g., providing new evidence, requesting a second review). Escalate the appeal to a senior review team or the board if necessary.
Denial of Claims. If the complaint is denied, provide a clear and justified explanation, referencing policies, regulations, and investigation findings. Offer alternative solutions if applicable (e.g., additional support, policy clarification). Ensure the Applicant understands that they can escalate the matter externally if they remain unsatisfied (e.g., regulatory bodies, ombudsman services).
The timeline for Complaints Handling. The timeline of the Complaints procedure of the Company is in accordance with the applicable legal framework, which requires the response to be issued within two months from the date the Complaint was received.
Acknowledging receipt of the complaint: within 2 business days.
Request for additional information (if required): within 5 business days of initial review.
Investigating the complaint and providing a response: within 15 business days of initial review or the answer to the request for additional information if any. If complex cases require additional time, inform the complainant of the delay and provide an updated resolution timeline (aim to resolve and provide a final response within 30 business days for more complex cases).
Arrangements for registering and keeping records of Complaints. All live chat records, email communications, and web form submissions are stored by the Company, which complies with the applicable legal framework for data protection, including the Regulation (EU) 2016/679 ("GDPR") as well as other relevant regulations for the protection of privacy. This ensures that Applicant data of The Company is handled confidentially and in accordance with the strictest data protection standards, in order to guarantee the highest possible level of privacy for the Clients of The Company. Complaint records are retained as long as the Applicant maintains an active account. If the purpose for retaining personal information does no longer apply or is no longer necessary for legal, accounting, or business purposes, The Company may cease retaining or anonymizing the data. This process ensures that records are securely maintained for potential audits and regulatory reviews while protecting the privacy of the Applicant. The record keeping of data is done in accordance with Record Keeping Policy of the Company. Procedures to ensure consistent Complaints handling. The Company, on an ongoing basis, analyses complaints handling data. Such data includes all of the following:
the average processing time, for the relevant period under consideration, for each step the Complaints Handling procedure. This includes acknowledgment, investigation and response time;
the number of Complaints received, for the relevant period under consideration, and for each step of the Complaints Handling procedure, the number of complaints where the Company did not comply with the maximum time limits set out in its Complaints Handling procedure;
the category of the topics to which Complaints relate;
outcomes of investigations.
This assessment of the complaints-handling data aims to achieve procedural and substantive consistency Complaint Handling. Complaints presenting similar circumstances should result in consistent decisions, unless the Company is able to provide an objective justification for any possible deviation from a previously taken decision. To ensure such a consistent decision making, it is necessary that the Company has sufficient data on the individual Complaints. Based on the result of the data analysis, the Company may implement additional measures or revise the process. In such case, this Policy will be amended accordingly.
SUBMISSION OF A COMPLAINT
1.a. Personal data of the Applicant
Last Name /
Legal entity Name
First Name
Registration of ID number
LEI code
(if available)
Client reference
(if available)
Address: street, number floor
(for firms registered office)
Postcode
City
Country
Telephone
1.b Contact details (if different from 1.a)
Last Name /
Legal entity Name
First Name
Address: street, number floor
(for firms registered office)
Postcode
City
Country
Telephone
2.a Personal data of the legal representative (if applicable) (a power of attorney or other official document as proof of the appointment of the representative)
Last Name
First Name /
Legal entity Name
Registration number and LEI code (if available)
Address: street, number floor
(for firms registered office)
Postcode
City
Country
Telephone
2.b Contact details (if different from 2.a)
Last Name /
Legal entity Name
First Name
Address: street, number floor
(for firms registered office)
Postcode
City
Country
Telephone
3. Information about the complaint
3.a Full reference of the crypto-asset service or agreement to which the complaint relates (i.e. name of the crypto-asset service provider, crypto-asset service reference number, or other references of the relevant transactions…)
3.b Description of the complaint’s subject-matter
(Please provide documentation supporting the facts mentioned)
3.c Date(s) of the facts that have led to the complaint
3.d Description of damage, loss or detriment caused (where relevant)
3.e Other comments or relevant information (where relevant)
In _______________
on ___________
(place)
(date)
SIGNATURE
APPLICANT/LEGAL REPRESENTATIVE
Documentation provided (please check the appropriate box):
Power of attorney or other relevant document
Copy of the contractual documents of the investments to which the complaint relates
Other documents supporting the complaint: