Euchanges UAB (or “we”, “us”, “our”) is a registered virtual currency exchange operator and virtual currency wallet operator in Lithuania. We aim to revolutionize digital financial services in the EEA by providing a secure, user-friendly platform that bridges the gap between traditional finance and cryptocurrency. Our mission is to empower high-net-worth individuals (HNWIs) with innovative tools to buy, sell, send, receive, and invest in digital assets with unparalleled convenience and transparency (“Services”). We give top priority to your experience, and we are committed to paying due regard to the interests and needs of each and all of you, including fair, clear and not misleading communication.
As part of these arrangements, we employed complaints handling procedures to ensure that any complaints are resolved as quickly as possible and, where necessary, trigger an internal review into the quality of service being provided and whether or not it can be improved.
Below you will find a procedure, that indicates main principles and guidance to be followed in the event you are not satisfied with our Services and would like to file a complaint to us.
INITATION OF COMPLAINT
We consider a complaint as an expression of dissatisfaction of our Services, irrespective of whether it is justified or not, related to our products or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.
An eligible complaint may be made by any person who is directly affected by the way we have provided our Services and who can make a complaint in respect thereof. Therefore, you may file the complaint respectively to us, if you are:
Our employees are always conscious that, although an ineligible complaint may be made, the issue raised may still have an impact on the quality of our Services, therefore on such a complaint and, our respective employees will still seek to review and to respond to all of such complaints on a case-by-case basis.
If such situation would occur under which you find yourself dissatisfied with our Services, at all times you are able to express your complaints via the following mean:
To help us investigate and resolve complaints effectively, competently, diligently and impartially, you will be instructed to provide the following information:
Your complaint filed will be communicated to our respective department immediately, or as soon as practicable, on receipt of the complaint.
Upon receipt of any complaint, our respective department will be responsible for acknowledging complaints in the first instance within 24 hours. You will receive an acknowledgment of the complaint received. Such acknowledgment will include information about estimated timeframes for our response to your complaint.
We will carefully evaluate the complaint and other related departments, if any, to ensure a high- quality response within an appropriate time, which will include the consideration of the complaint and whether this can be resolved immediately or whether an investigation is required.
When reviewing your complaint, we will pay due regard to the interests of yours and treat you fairly, assessing the following matters:
If the investigation result shows that the root cause of the complaint is because of our system or operational flaws, this should be identified and acknowledged and, where appropriate, a restitution may be offered to you.
If the investigation concludes that the subject matter of the complaint was not caused by any negligence, willful misconduct or default of ours or it was caused by inevitable and unpredictable factors, we will explain this to you by providing you with the relevant information or facts on which the investigation conclusion has based.
After assessing the complaint and / or conducting an investigation against the complaint, we will issue a final response with its findings and the proposed solutions (if any) to you via communication channel, which shall be deemed by us as the most efficient under specific complaint circumstances. For instance, the response to you may be provided via email and / or other communication channel as chosen by us (i.e., via customer service portal on web, via live chat on web, via mobile apps. Notably, you will always be answered in writing. The response shall be provided to you within 45 days starting from the date of receiving the complaint. In
exceptional cases, where the complaint cannot be examined within the period specified in this paragraph, we will notify you thereof and indicate the circumstances of the delay in submitting the complaint, as well as the term by which the complaint will be examined and provided to you.
In case when the resolution provided and your complaint is rejected or partially satisfied, we oblige to state the reasons for the refusal to satisfy the complaint, indicate other means of protection of the interests of your, if possible, including but not limited to possible means of dispute settlement and courts.
In the event you are not satisfied with the response provided by us, additional investigations and / or remedies may occur. Additional investigations and questions related to it may be referred to the board or other responsible body of the company for further decision.
If you are still not satisfied with our response, you may be entitled to report their complaint to the local governmental authority, which acts as a supervisory authority of ours, i.e., the Financial Crime Investigation Service. However, you should be aware that depending on the background of the complaint, different governmental authorities may be responsible for handling such complaints (i.e., the State Consumer Rights Protection Authority).
We will consider a complaint closed when:
We will close the complaint and ensure to keep copies of relevant electronic correspondence in our record keeping system, the material related to the complaint and its examination, the document indicating the specific result of the examination of the complaint and the answer provided to you. Such records shall be kept within our date base for at least 5 (five) years from the date of submission of the final answer to you.
Any specific findings from complaints which can be directly addressed and used to increase your satisfaction will be considered. Root cause analysis, correction and enhancement will be put into system products and / or operational procedures to prevent future errors and increase your satisfaction.
We keep and maintain a complaint log for each complaint received. The information kept on record includes:
In case any questions arise, you can always contact our support team via email support@orizon.finance or via live chat on our web (weblink) or mobile app.