Complaints Policy

UAB EXZi Markets Customer Complaints Policy 

1. Objective

These rules set out the procedures for submitting, receiving, recording, handling, and resolving complaints received by EXZi Markets (from now on - the Company) to ensure a prompt, fair, efficient, and appropriate process for managing customer complaints. UAB EXZi Markets, referred to as the "Company," "we," or "us," is a registered Virtual Currency Exchange Operator operating under the Laws of Lithuania, committed to upholding the highest standards of integrity and compliance with the Republic of Lithuania Law on Prevention of Money Laundering and Terrorist Financing, referred to as the "Law,", applicable FCIS orders and MiCa regulation. 

These rules shall be made publicly available on the website of the Company and a copy of the rules shall be made available to the Complainant on request.

1. Definitions 

The terms used shall have their ordinary meaning in the context in which they are used, except the terms indicated below:

Complainant - the person who has filed a complaint about the services provided by the Company and/or the contracts concluded with the Company, i.e. the Company's customer or his/her representative, the injured third party or his/her representative;

Complaint - a written request submitted via the Company's communication channels by a customer or injured third party or his/her representative, stating that his/her personal rights or legitimate interests have been violated in relation to the services provided by the Company or the contracts concluded, and requesting that the Complainant's claims be met;

1. Form and submission of a Complaint

3.1. If a Complainant considers that his/her or representative’s rights have been violated, he or she, or his/her legally appointed representative may file a complaint by sending an e-mail to [email protected] 

3.2. The Complaint shall include the following information:

3.2.1. Name and surname of the Complainant;

3.2.2. Contact details of the Complainant;

3.2.3. The substance of the Complaint: the nature of the violation of the Complainant's rights or legitimate interests, how the violation has occurred, the circumstances or other information;

3.2.4. Request of the Complainant: description of what specific resolution or outcome the Complainant is seeking. 

3.2.5. Power of Attorney certified by Apostille (Notarized if issued in Lithuania) should be added, if the Complaint is filed through a representative;

3.3. Complaints are accepted and investigated free of charge;

1. Handling and resolution of complaints 

4.1. To properly investigate a Complaint, it is necessary to obtain additional explanations, and evidence as to the validity of the claim or other information, the person responsible for investigating the specific claim shall have the right to request the Complainant to provide such information.

4.2. Complaints shall be resolved as quickly as possible and within 30 calendar days from the date of receipt of the Complaint at the latest; In exceptional cases, where a Complaint cannot be dealt within the time limit set out in this paragraph, the Complainant must be informed about this, specifying the circumstances of the delay and the time limit by which the Complaint will be resolved and the Complainant provided with a conclusive reply;

4.3. The Complainant shall be informed of the outcome of the Complaint in a written form through communication channels specified in the Complaint;

4.4. Where the Complaint is rejected or partially remedied, the reasons for the rejection of the Complaint will be set out in the reply to the Complainant, and any other remedies available to the Complainant, including, but not limited to, possible litigation and the courts will be indicated;

1. Final provisions

6.1. The Company shall keep the complaints, the material relating to their examination, the document indicating the specific outcome of the examination of the Complaint, and the reply given to the applicant for at least 5 years from the date of the final reply to the Complainant;

6.2. The Company shall utilize the personal data and other information supplied by the Complainant in strict compliance with the requirements laid down by the legislation applicable in the Republic of Lithuania.