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Complaints Procedure

Last Updated: [Insert Current Date]

1. Introduction

KRYPTO KNIGHT LTD (“Company“, “KRYPTO KNIGHT“, “we“, or “us“) is a private company limited by shares, incorporated in the Republic of Cyprus under registration number XXX, with its registered office at [Insert Address], Cyprus. KRYPTO KNIGHT LTD operates as a registered Crypto Asset Service Provider (“CASP”) in Cyprus, under the Cyprus Securities and Exchange Commission (“CySEC”) under license number [Insert License Number]. We are committed to providing high-quality services to our clients. However, we recognize that from time to time, clients may feel dissatisfied with the service they have received. This Complaints Handling Procedure outlines how clients can submit complaints and how the Company will handle them promptly and fairly.

2. Principles of Complaint Handling

2.1 Commitment to Excellence

At KRYPTO KNIGHT, we strive to offer the highest level of services at all times. Client feedback is invaluable in helping us improve our services. If you are dissatisfied with any aspect of our services, we encourage you to let us know so we can address the issue promptly and prevent it from recurring in the future.

2.2 Fair and Transparent Process

We have established formal procedures for handling complaints in a fair, transparent, and timely manner. Our aim is to resolve any complaints objectively and efficiently, in accordance with this procedure, our internal policies, and applicable laws and regulations of the Republic of Cyprus.

3. How to Submit a Complaint

3.1 Initial Contact

If you have any inquiries, questions, or concerns, we recommend that you first contact our Customer Support team. Many issues can be resolved quickly and informally through direct communication with our support staff or the Customer Support Manager.
  • Email: [Insert Customer Support Email]
  • Telephone: [Insert Customer Support Number]
  • Live Chat: Available on our website [Insert Website URL]

3.2 Escalation to Formal Complaint

If your issue is not resolved to your satisfaction by our Customer Support team, you may escalate the matter by submitting a formal complaint to our Compliance Department.

4. Submitting a Formal Complaint

4.1 Requirements for Complaints

Formal complaints must be submitted in writing and include all relevant details to allow us to investigate effectively.

4.2 Information to Include

Please provide the following information:
  • Full Name
  • Address
  • Contact Details (telephone number and email)
  • Account Number (if applicable)
  • Detailed Description of the Complaint (including dates, affected transactions, and desired outcome)
  • Supporting Evidence (e.g., screenshots, correspondence)

4.3 How to Submit

Complaints can be submitted via:

Email

Send the completed Complaint Form and supporting documents to:
  • Compliance Department Email: [Insert Compliance Email Address]

Postal Mail or In-Person Delivery

Deliver the Complaint Form and documents to:
  • Compliance Department
  • KRYPTO KNIGHT LTD
  • [Insert Address]
  • [Insert City], Cyprus

4.4 Complaint Form

You may download our Complaint Form from our website [Insert Website URL], or request one from Customer Support.

4.5 Language

Complaints should be submitted in English or Greek, and must be clear and comprehensible.

4.6 Accuracy of Information

Please ensure all information provided is accurate, complete, and up-to-date. We may request additional information or clarification during our investigation. Failure to provide necessary information may delay the investigation.

4.7 Rejection of Complaints

We reserve the right to reject complaints that are:
  • Based on false or misleading information
  • Unsubstantiated by supporting evidence
  • Frivolous or vexatious
  • Submitted with deliberate withholding of relevant information
Submitting false or misleading information is a serious offense and may result in legal action.

5. Complaint Handling Process

5.1 Acknowledgment

Upon receipt of your formal complaint, we will send you a written acknowledgment within three (3) business days, confirming receipt and that we have initiated an investigation.

5.2 Investigation

Our Compliance Department will thoroughly investigate your complaint, collaborating with relevant departments as necessary. During this process, we may contact you for further information or clarification.

5.3 Updates

We will keep you informed about the progress of your complaint. If we cannot resolve your complaint within the initial estimated timeframe, we will provide you with regular updates.

5.4 Resolution

Our goal is to resolve complaints promptly. We aim to provide a final response within fifteen (15) business days from the date of receipt of your complaint. If additional time is required due to the complexity of the issue, we will inform you accordingly.

5.5 Final Response

Our final response will include:
  • A summary of the complaint
  • The outcome of our investigation
  • Any proposed remedial actions or resolutions
  • Information on your right to refer the complaint to external bodies if you are unsatisfied

6. External Dispute Resolution

6.1 Financial Ombudsman of the Republic of Cyprus

If you are not satisfied with our final response, or if we have not provided a final response within thirty-five (35) business days, you may refer your complaint to the Financial Ombudsman within four (4) months from the date you received our final response. Contact Details:
  • Website: www.financialombudsman.gov.cy
  • Address: 13 Lord Byron Avenue, 1096 Nicosia, Cyprus
  • Postal Address: P.O. Box 25735, 1311 Nicosia, Cyprus
  • Telephone: +357 22 84 89 00
  • Fax: +357 22 66 05 84

6.2 Cyprus Securities and Exchange Commission (CySEC)

You may also contact CySEC for further assistance regarding regulatory matters. Contact Details:
  • Website: www.cysec.gov.cy
  • Address: 19 Diagorou Street, 1097 Nicosia, Cyprus
  • Telephone: +357 22 506 600
  • Fax: +357 22 506 700

6.3 Legal Action

Your right to take legal action remains unaffected by the use of any of the complaint procedures outlined above.

7. Confidentiality and Data Protection

All complaints are handled in strict confidence in accordance with our Privacy Policy and applicable data protection laws, including the General Data Protection Regulation (GDPR). Personal data collected during the complaint handling process will be used solely for the purpose of resolving the complaint.

8. Record Keeping

We will maintain records of your complaint and all related communications for at least five (5) years from the date of resolution.

9. Monitoring and Review

We regularly monitor and review our complaints handling procedures to ensure they remain effective and in compliance with regulatory requirements. Client feedback is essential in helping us improve our services.

10. Contact Information

For any questions or assistance regarding this Complaints Handling Procedure, please contact us:
  • Customer Support Email: [Insert Customer Support Email]
  • Compliance Department Email: [Insert Compliance Email Address]
  • Telephone: [Insert Contact Number]
  • Address: [Insert Company Address]
Disclaimer: This Complaints Handling Procedure is intended to provide general guidance and does not constitute legal advice. The Company reserves the right to amend this procedure at any time in accordance with legal and regulatory changes.