Complaints Handling Policy

Version 1

Last revised: 30th of June, 2022

1. INTRODUCTION

OU NeuroNext is registered in Republic of Estonia with registration number 14917854 and the registered office is Ravala pst. 8, Tallinn, Estonia, 10143.

OU NeuroNext is regulated by the Financial Intelligence Unit (FIU) with License number FVT000032, as an Authorised Virtual Currency Service Provider. As such we’re required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints in relation to the services we provide.

This Policy outlines how we handle any complaints that we receive and complies with our regulatory requirements.

2. HOW TO MAKE A COMPLAINT

If you are a client of OU NeuroNext, we would encourage you first to speak with the Customer Support team either by calling her/him or by sending him/her an email in an attempt to resolve your issue.

However, if that is not successful or if your complaint involves your Account Manager, please email us at support@neuronext.io and our Complaints Officer will contact you directly.

If you choose to send an email, you’ll need to tell us:

  • your name and surname;

  • the phone number and email address associated with your account;

  • what the issue is;

  • when the problem arose; and

  • how you'd like us to put the matter right;

3. WHAT HAPPENS NEXT

Once you’ve submitted your complaint, we’ll acknowledge receipt of this shortly after. We'll then investigate your complaint and respond to you via email.

Your complaint will be logged in our system and a designated Customer Support team member will be allocated to handling your matter.

We would like to assure you that the team member handling your complaint will be an experienced member of staff and, where appropriate, someone who was not directly involved in the matter about which you are raising a complaint. They will have the authority to settle your complaint or will have access to someone who has such authority.

4. STEPS TOWARDS RESOLVING YOUR COMPLAINT

Step 1 – The designated team member will acknowledge receipt of your complaint, either by post or by email, within 2 business days.

Step 2 – We will carry out a thorough investigation into your complaint and you should get a response and an explanation.

Step 3 – If you are not happy with our response, you are invited to provide your comments particularly if we have omitted something that you consider of relevance to the matter.

Step 4 – OU NeuroNext will provide you with a final response of the initial complaint, confirming our position on your complaint and setting out our conclusions.

5. TIME FRAMES

We aim to resolve your complaint and issue our final conclusions within 15 business days of receiving your complaint.

However, in exceptional circumstances, if we cannot give you a final response within that time period, we will contact you to let you know why not and to confirm when you can expect to receive a substantive response from us.

In any event, we will send you a final response within 35 business days of receiving your complaint.

Please note that OU NeuroNext has a right to ask you for additional documents in support of your claim and will be expecting that such will be submitted without unreasonable delay.

6. WHAT HAPPENS IF YOU ARE NOT SATISFIED WITH OUR RESPONSE

If you remain dissatisfied with our final response, you may be eligible to refer your complaint to the following supervisory authorities or bodies conducting pre-judicial proceedings (this list is not exhaustive). You may also file a statement of claim with a court.

Consumer Protection and Technical Regulatory Authority, Contact address: Endla 10a, Tallinn 10142, phone 6672 000 (general info) ja 6201 707 (consumer advice), fax 6672001, e-mail info@ttia.ee (if the complaint is lodged by a consumer), webpage https://www.ttja.ee/et (If the complaint is lodged by a consumer, the complaint for the protection of their violated rights or damaged interests may be submitted via the Consumer Protection Board to the Consumer Complaint Committee instead of the aforementioned institutions, see https://takis.tarbijakaitseamet.ee/avalik/avaldused)

A Customer who concludes a contract via electronic means can seek an out-of-court settlement by submitting the Complaint online via the DDR platform: http://ec.europa.eu/consumers/odr/. 

That website is not meant for resolution of complaints - it merely allows the Customer to submit the Complaint electronically to the Consumer Disputes Committee, which resolves such complaints.

Data Protection Inspectorate Contact address: Tatari 39, Tallinn 10134, phone 6 274 135, fax 6 274 137, e-mail info@aki.ee, webpage http://www.aki.ee

In certain events you may also be able to submit your complaint to the Financial Intelligence Unit (“FIU”), contact address: Pronksi 12, Tallinn, 10117, phone 696 0500, e-mail info@fiu.ee, webpage http://www.fiu.ee

7. COMPLAINT RECORDS

Our regulator, the FIU, obliges us to keep a record of each complaint received and the measures taken for its resolution. We retain these records for a minimum of 5 years from the date the complaint was received.

 

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