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Complaints Handling Policy
We, Match2Pay UAB operating under the trading name of Match2Pay (hereinafter, the “Company”), have adopted this Complaints Procedure in order to ensure a fair and quick process for handling complaints that may arise from our relationship. The Company is a virtual currency exchange operator and depository virtual currency wallet operator registered in Lithuania (company number 306063423).
1. Definitions
Complainant – means any person, natural or legal, which is eligible to lodging a complaint to the Company and has submitted an official complaint according to the present Complaints Procedure.
Complaint – means a statement of dissatisfaction addressed to the Company by a complainant relating to the provision of one or more investment services offered.
2. Submitting your Complaint
You may submit your complaint electronically and address it to the following email address complaints@match2pay.com. You are encouraged to use the Complaint Form attached below. Please submit it along with a copy of any additional documentation that would be relevant to the complaint.
3. Acknowledging your Complaint
We will acknowledge receipt of your complaint within five (5) business days from the receipt of your complaint and provide you with the unique reference number of your complaint. The unique reference number should be used in all your future contact with the Company regarding the specific complaint.
4. Handling of your Complaint
Once we acknowledge receipt of your complaint, we will review it carefully, investigate the circumstances surrounding it, and try to resolve it without delay.
We shall make every effort to investigate your complaint and provide you with the outcome of our investigation within 15 (fifteen) business days following the day of the receipt of the complaint. During the investigation process will keep you updated of the handling process of your complaint. One of our officers may contact you directly (including communication by email or phone) in order to obtain further clarifications and information relating to your complaint. We will require your full cooperation in order to expedite the investigation and possible resolution of your complaint.
In the event that your complaint requires further investigation, and we cannot resolve it within the specified term, we will issue a holding response in writing or another durable medium. When a holding response is sent, it will indicate the causes of the delay and when the Company’s investigation is likely to be completed. In any event, we shall provide you with the outcome of our investigation no later than 35 (thirty-five) business days from the period of submission of the complaint in relation to the complexity of the complaint and your cooperation.
To handle your complaint within the shortest term possible, please indicate the circumstances of the alleged violation of your rights in as much detail as possible and attach all the documents supporting your complaint, including a copy of an ID/ passport and Power of Attorney of the authorized representative, and specify your request.
5. Final Decision
When we reach an outcome, we will inform you of it together with an explanation of our position and any remedy measures we intend to take (if applicable).
In case our final decision does not fully satisfy your demands, we shall explain to you the Company’s position on the complaint. Any dispute shall be finally referred to and resolved by the courts of the Republic of Lithuania. Before referring the dispute to the court, we shall endeavor to resolve any dispute by amicable negotiations.