Rules for handling complaints with Blockwave Innovations s.r.o. (the “Company”)

Who can file a complaint?

Any customer can submit a complaint free of charge, expressing dissatisfaction with one or more crypto-related services provided by the Company. 

What form should the complaint take and what content must it contain?

You can file a complaint in Czech, English, Slovak, Hungarian or Polish. The complaint can be filed either:

a) on the model complaint form published here.

b) free form.

In case the you choose the free form for filing a complaint, the complaint must contain the following elements:

customer identification data:

a) in the case of a natural person - name and surname, date of birth, place of residence, email, telephone number;

b) in the case of a legal entity - business name or name, identification number, registered office, email and telephone number;

c) identification data of your legal representative - name and surname, date of birth, residence, email, telephone number;

d) a factual description of the complaint - what the complaint concerns, what service or contract the complaint concerns, the reason for the customer's dissatisfaction, dates, time, etc;

e) or provide supporting documents (e.g. power of attorney, copy of the contract to which the complaint relates, etc.).

Where can you lodge a complaint?

We accept complaints 

a) in writing at the our registered office at the address:  Chudenická 1059/30, Hostivař, 102 00 Praha 10;

b) in electronic form at the email address: [email protected].

Who is responsible for dealing with your complaint?

Chief Compliance Officer of Blockwave Innovations s.r.o.(CCO) is responsible for handling the complaint who may be assisted by a department or unit of the company subject to a particular complaint.

Information as to the active CCO is available on our website.

What are the grounds for inadmissibility of the complaint?

A complaint is inadmissible if:

a) the method of lodging the complaint is not followed or the complaint does not contain the mandatory elements, even after the customer has been asked to abide by the CCO unit;

b) the same complaint is being dealt with or has already been dealt with;

c) proceedings have been brought before a court or other authority in the same matter, or the proceedings have been finally terminated;

d) the statutory shredding periods for the relevant type of document to which the complaint relates have expired;

e) the cooperation of the customer who submitted it is necessary for its processing and the customer fails to provide the cooperation despite repeated requests from the CCO;

f) this is clearly a bullying complaint.

In the event of an inadmissible complaint, the we will reject the complaint and provide you with the reasons for this decision.

How do we proceed after a complaint is made?

CCO will deal with complaints promptly upon receipt, in the order in which they are received by us. For this purpose, we keep a register of complaints, in which we record, inter alia, the date of receipt of the complaint.

The maximum time limit for handling the complaint or for issuing a decision on the complaint is two months from the date of receipt of the complaint. This time limit starts to run from the date on which the complaint is duly lodged, i.e. with all the necessary formalities. If at any time we find that it is not possible to deal with the complaint within this period, we will inform you thereof and inform you of the expected time limit for dealing with the complaint.

After you send us a complaint, we reserve 15 calendar days to notify you of the receipt of the complaint. Upon receipt of the complaint, we will assess whether the complaint is admissible and notify you accordingly. The service will send a notice of admissibility to you no later than 15 calendar days after the day following the date on which you are notified of the receipt of the complaint. Where the complaint does not have the required particulars, we will invite you to complete the missing particulars within a reasonable period of time, with a warning that if you fail to complete the missing particulars, the complaint will be rejected by us for inadmissibility. CCO shall notify you of the inadmissibility of the complaint within 5 calendar days of the date on which the time limit for completing the complaint has expired. 

In addition, CCO will complete a review of all relevant information relating to the complaint in order to make a decision on the complaint. To this end, it may request cooperation from you, in particular the provision of supplementary information, while never requesting information which we already possess or should possess based on legal requirements. If the CCO assesses that your cooperation is required to resolve the complaint, we will inform you, within a maximum of 15 calendar days from the day following the day on which you were informed of the admissibility of the complaint, to provide the cooperation and will give you a reasonable period of time to do so. If you fail to cooperate despite repeated requests, the department will dismiss the complaint. CCO shall notify you of the rejection of the complaint within 5 calendar days of the date on which the time limit for cooperation has expired.

Upon completion of the investigation, CCO will issue a decision on the complaint, which shall include, but not be limited to:

a) the company's findings;

b) the company's position on all points of the complaint, including the reasons for the complaint;

c) where corrective action has been taken by the company in relation to the complaint, a description of the corrective action taken;

d) if the decision on the complaint did not fully satisfy your request or only partially satisfied your request, information about other options you have in relation to the resolution of the complaint (CNB, court, etc.).