COMPLAINTS MANAGEMENT POLICY
Last amended on 04.03.2024
It is the goal of this Policy to specify how Fingate.app, an operator of a virtual currency exchange platform manages complaints.
The term “Complaint” is used to mean a written request of a customer or any other person directly concerned regarding failure to perform or improper performance of the contract concluded with the Company on the Platform, infringement of your rights, indicating its claim and the circumstances on which it is based.
General opinions and general expressions of dissatisfaction without a request for a written reply shall not be considered as a Complaint.
1. PROVISIONS OF THE COMPLAINT
The Customer, who does not agree with the Company’s response or has complaints about the Company’s activities or omissions, may apply to the Company by submitting a written Complaint by sending it by e-mail to info@fingate.app
The Complaint must contain the following information:
- name and surname;
- date of birth or personal code;
- residential address;
- e-mail address and contact phone number;
- Complaint date;
- reason, i.e., what rights, agreements have been violated;
- your proposals for a peaceful resolution (if any).
Complaints are processed after the Customer’s identity is verified by means acceptable to Fingate.
2. COMPLAINTS HANDLING
A Complaint must be responded to and handled by the Company’s Customer service (hereinafter referred to as the “Customer Service”). In turn, the Customer Service must contact Legal, Compliance and Information Security or any other specialist, depending on the nature of the case, who may contribute with respective knowledge to the handling of the Complaint.
Upon request to obtain factual information about the situation identified in the Complaint, the Customer Service specialist sends a request to a responsible person in the Company, depending on the nature of the Complaint.
The Company must respond to Complaints objectively and correctly, aiming to resolve the Customer’s problem, at the Customer’s request, in written or e-channel form.
Complaints must be responded to as quickly as possible.
3. DECIDING ON COMPLAINT CASES
The decision on whether to satisfy the Complaint has to be justified.
Complaints shall be handled and decided by the Customer Service.
If a Complaint is addressed directly to the Company’s management, the Customer Service will identify who will handle the Complaint.
The Client must be informed of the Company’s decision regarding the Complaint within 30 (thirty) days of receipt of the Complaint. If no decision can be made on the Complaint within 30 (thirty) days, the Customer must be informed in writing within this period of the further processing of the Complaint.
The decision is provided to the Client by the means Fingate.app considers most suitable to the situation (e-mail, letter or internal message via the Platform).
An appeal of a Complaint case shall always be handled and resolved by the Customer Service.
4. APPEALS
If a Complaint is rejected by the Company, the Client may appeal. Appeals are handled by the Customer Service.
In case of appeals, the Customer must receive a written reply.
The above sections on the decision on Complaints are also applied to the appeals.
The Customer must be informed of the Company’s decision.
5. OTHER MATTERS
It must be ensured that Complaints and cases where a Customer has expressed dissatisfaction with a service provided by the Company are systematically monitored and that feedback is given to other units of the Company so that the problem can be rectified and avoided in the future.
It must also be ensured that the documentation on Complaint cases is stored together with other relevant Customer data according to the requirements of the relevant regulations and policies.
6. ADDITIONAL PROTECTION
If a Customer is dissatisfied with the Company’s decision on the Complaint, the Customer may continue to defend his rights in the court or the consumer protection agency if the Customer is a consumer.