Complaints Policy - cryptocurrency services

Introduction 

Cryptoasset services are not provided by UAB Wirex. Cryptoasset services are provided by Wirex Digital Services s.r.l. (MI - 2689156), whose registered office is in via Larga 15, Milan, Italy, registered as a Virtual Asset Service Provider (VASP) at the no. PSV108, of the register kept by the OAM (Organismo Agenti e Mediatori).  Wirex is required to have in place clear and effective procedures for the reasonable and prompt handling of complaints. Each of our customers are important to us, and we believe they have the right to a fair, swift, and courteous service at all times. This document sets out Wirex complaints handling procedures that we will follow in the event a complaint. 

How customers can make a complaint 

Customers can make a complaint using our online complaints form or by sending an email to customercomplaints@wirexapp.com   

What will we do once we have received a complaint 

A complaint will be referred to one of our support team members as soon as possible. If the member of staff assigned the complaint is involved in the subject matter of the complaint, the complaint will be referred to another qualified member of staff. We will promptly acknowledge a complaint in writing via e-mail. In this acknowledgement we will provide the name and title of the person that is handling the complaint. This individual will have the authority necessary to investigate and settle the complaint.  

Investigating and resolving a complaint 

We will investigate a complaint fairly, consistently, and promptly, and determine whether the complaint should be upheld, and (if appropriate) determine remedial action and/or redress. We will set out our conclusions in a final response to the customer. If we decide that redress is appropriate, we will aim to provide the customer with fair compensation for any acts or omissions for which we are responsible. If the customer accepts our offer, we will promptly provide compensation to them. 

Our timetable for responding 

Once we have acknowledged a complaint, we will keep the customer informed of our progress. Within fifteen (15) business days of us receiving a complaint we will send either a final response or a written response which: 

• explains why we are not able to make a final response and when we might be expected to provide one. 

Closing complaints

We will regard a complaint as closed in the following circumstances: 

• once we have sent a final response; or 
• where the customer has told us in writing that they accept an earlier response that we have sent to them; or 
• If you have not received a satisfactory outcome to your complaint, you may, for general complaints, lodge your complaint with the European Commission's Online Dispute Resolution platform accessible at http://ec.europa.eu/consumers/odr/, following the elapse of Wirex's stated timeframe.

Wirex is committed to ensuring that all complaints received are handled fairly, consistently, and promptly and that the firm identifies and remedies any recurring or systematic problems, as well as any specific problems identified by a complainant. We will continue to do all we can to learn from the complaints we receive to improve our level of service in the future. 

Questions 

Any questions about our complaints process should be forwarded to customercomplaints@wirexapp.com