COMPLAINTS HANDLING POLICY

Digital Assets d.o.o. (hereinafter: the Company) enables all clients to submit complaints relating to the Company's crypto-asset services (hereinafter: Services) and products in a simple and free-of-charge manner.

Complaints may be submitted verbally at a Branch Office, by email, or by post.

How to submit a complaint

If a client has a complaint regarding the Company's Services, they may do so in one of the following ways:

• verbally to an employee at a Branch Office
• by submitting a complaint to the following email address: zop@bitcoin-store.hr, or
• by post to the Company's address: Digital Assets d.o.o., Complaints Handling Officer, Hrv. mornarice 1C, 21000 Split, Republic of Croatia.

Complaints should be submitted in writing by completing the complaints submission form.

Submission and handling of complaints is free of charge.

How we handle complaints

• we send an acknowledgement of receipt within 10 business days
• we provide a final response within 30 business days
• if more time is required, the client will be informed of the reasons and the new expected timeframe, within two months at the latest.

All complaints are handled objectively, impartially, confidentially, and in accordance with the GDPR.

Complaints records

The Company maintains records of all complaints and uses them to improve its Services and fulfil its legal obligations.

Data is retained for a minimum of 5 years, or 10 years where the complaint relates to the area of anti-money laundering and counter-terrorist financing.

Objective

The Company's objective is to provide a high-quality and transparent service, to respond to all complaints in a timely manner, and to continuously improve its processes on the basis of client feedback.