Complaint Handling Policy

Complaint Handling Policy

If you wish to submit a complaint regarding our services, you may do so free of
charge by email at [email protected] or by post to:

Rohanské nábřeží 678/23, 186 00 Prague 8, Czech Republic.

Complaints are handled in accordance with our internal procedure.

You can download the Complaint Form (PDF) to submit your complaint here:
Download Complaint Form (PDF)

How to Submit a Complaint
    1. Complete the Complaint Form: Provide your identification details, a clear
description of the issue, relevant dates, transaction IDs (if applicable), and
your requested resolution.
    2. Send the complaint: Email the completed form to
[email protected] or mail it to our postal address above.
    3. Supporting documents: Attach any relevant evidence, such as
screenshots, receipts, or emails.

Acknowledgement & Timeline

    • Acknowledgement: We confirm receipt without undue delay (by email).
    • Resolution timeline: We respond within 30 calendar days from receipt. If
more time is needed, we will inform you with an explanation and an
updated timeline.

Processing & Record-Keeping

    • Complaints are registered and assessed by our Compliance department.
    • We may contact you for clarifications or additional documents.
    • Complaint records are retained in line with regulatory obligations.
Escalation
If you are not satisfied with our response, you may escalate your complaint to:
    • Public Defender of Rights (Ombudsman): www.ochrance.cz/en
    • Czech National Bank (ČNB): www.cnb.cz/en/public/contacts

Contact:
Email: [email protected]
Address: Rohanské nábřeží 678/23, 186 00 Prague 8, Czech Republic