UAB BANQEO EXCHANGE via its digital currency exchange platform www.Exchange.banqeo.com aims to provide its customers with the highest standard of service. However, we recognize that customers may on occasions be dissatisfied with some part of our service. We have established procedures and policies to ensure that any complaint you may have is properly considered and appropriate measures are taken to address any issues.
Queries or disputes can be received via the phone, letter, email or by any other form of communication. You must tell us as soon as possible about any dispute – the sooner you inform us, the easier it will be to resolve the matter. In the first instance, you should try to resolve your dispute through the usual customer service channels, as they are able to resolve the vast majority of disputes and very often issues arise as a result of misunderstandings and can be easily resolved. You will be asked to provide full details of your issue (for example the date and time of the disputed exchange). The more information you can provide, the easier it will be to resolve the matter. Customer services will endeavor to respond and possible resolve all such matters as soon as possible but in any event within 15 days. If we are unable to do so, we will contact you again, to keep you informed of our progress and indicate when we will issue the final response.
If our customer services team is unable to resolve the matter or you feel that our service has not met your expectations and you wish to make a formal complaint, you may then refer it as a complaint to our Compliance Department at [email protected] Their role is to independently review all complaints constructively and sympathetically, ensuring that where we are at fault, things are put right at the earliest opportunity.
Please set out the complaint clearly, ideally in writing. The Compliance Department will carry out an impartial review of the complaint with a view to understanding what did or did not happen and to assess whether we have acted fairly within our rights and have met our contractual and other obligations. A full written response will be provided within eight weeks of receiving the complaint. This response will be issued by e-mail, in PDF format. A postal copy can be supplied on request.
If you are not satisfied with the outcome of our investigation you may refer your complaint to your local governmental office Alternative Dispute Resolution (ADR) scheme. Contact details of these offices are available at: http://ec.europa.eu/consumers/solving_consumer_disputes/non-judicial_redress/national- out-of-court-bodies/index_en.htm