IP Technologies Ltd – the provider of the Vigiler Platform – is committed to providing a transparent, fair and efficient complaints handling process for its customers and prospective customers in accordance with EU regulatory requirements.
If you would like to make a complaint about the Vigiler Platform services, please read carefully the following information about the complaint handling process; after the information you will find the form to register a complaint.
- Purpose of the Complaints Handling Process
The complaints handling process is designed to ensure that all customer complaints are dealt with quickly and fairly, and that customers can rely on a clear and consistent procedure to resolve their problems.
- Submit a compliant
Customers can submit their complaints free of charge using our secure online form. In all cases, the complaint must include the following:
- The details of the person lodging the complaint or, in the case of legal representation, the representative.
- The circumstances giving rise to the complaint, the services involved, the extent of the damage or harm suffered, and the date of the event involved
- Evidence supporting the complaint (documents or screen shots)
- Complaints handling process
Upon receipt of a complaint:
- After processing, we will acknowledge receipt of the complaint without delay and inform you if the complaint meets our processing requirements.
- If not, we will explain why the complaint cannot be pursued and provide guidance on how to submit the missing information.
- Investigation
We investigate your complaints thoroughly, gathering and reviewing all the necessary information. The investigation process is designed to ensure a fair assessment while guaranteeing that there are no conflicts of interest.
- Deadline for responses
The process of complaint handling depends heavily on the complexity of the complaint, the amount of information to be collected and its processability. We will endeavour to communicate a final decision within – at most – two months from the acknowledgement of the complaint. If there is a delay, we will inform you of the reasons for the delay and the expected resolution date.
- Communication
Our decisions on complaints are communicated in a clear and understandable way, available in all the languages in which we provide our services. If the complaint is not fully resolved, we will provide a detailed explanation and guidance on further remedies.
- Remedies available
If you are not satisfied with our solution, there are other remedies available. For more information, please visit our website or contact us.
- Register
We inform our customers that all complaints are securely recorded and stored for five years to enable us to continuously improve our services and ensure regulatory compliance.
Please fill in the form below to register your complaint. Your feedback will help us to further improve your experience with our crypto asset services.