Complaints Policy

1. The complaints procedure and form are available on the website and in the mobile application.
2. Complaints are accepted via a field on the website’s main page using a standardised form. This is available at https://coinmate.io/cs/. All fields must be completed correctly and legibly.
3. Complaints do not have to be submitted using the formalised form, but in a manner that suits the customer best. Another option is to use the contact form available at www.coinmate.io/cs/support or to send a letter to the Company’s registered office at Pernerova 697/35, Karlín, 186 00 Prague 8, clearly marked “Complaint“.
4. The customer is entitled to submit a complaint in Czech, Slovak or English. The Company will then communicate with the customer in the language in which the complaint was submitted.
5. Complaints are handled free of charge.
6. The customer is entitled to complain about the services provided by the Company without undue delay after the date of performance of the specific service, but no later than 30 (thirty) working days after the date of performance of the specific service.
7. Without undue delay (immediately), within a maximum of 2 working days, the customer is informed of the receipt of the complaint, together with the contact details of the person or department handling the complaint in case of any questions, and together with an indicative time frame for the response. In the first instance, the complaint is handled by the Customer Support Department.
8. Without undue delay, within a maximum of 5 working days, the customer is informed whether their complaint is admissible – if not, they are notified of this fact.
9. The complaint is reviewed in terms of: comprehensibility, completeness, containing relevant evidence and information necessary for processing. If necessary, further information should be requested without undue delay.
10. All relevant evidence and information relating to the complaint is examined. The complaint is handled carefully and efficiently using adequate resources. The complainant should be informed about the handling of their complaint.
11. It is essential that the decision on the complaint addresses all points of the complaint. The decision must be consistent.
12. The response must be provided as soon as possible, within 30 days of receipt at the latest. If we are unable to meet the deadline, the customer is informed of this fact, the reason for the extension is explained and the approximate time required for the response is communicated.
13. Communication is in a language that is clear, comprehensible and easy to understand.
14. The response is communicated electronically (by email).
15. If the response is negative, it must include a justification and information about available remedies.
16. If the customer disagrees with the statement, it is possible to use a second instance. This involves submitting a complaint about Coinmate to the Czech National Bank via the web form here:
    https://www.cnb.cz/cs/verejnost/kontakty/formular-podani-dotazu-podnetu-upozorneni/index.html.
17. n the event of a dispute arising in connection with the services offered and provided, the customer has the option of contacting the Financial Arbitrator (Office of the Financial Arbitrator, Legerova 1581/69, 110 00 Prague 1, https://www.finarbitr.cz/). The company prefers to resolve any disputes out of court.
18. Complaints are handled without any conflict of interest.
19. Every complaint is recorded. Every response to a complaint, together with the subsequent communication, is recorded and stored for a period of 5 years.
20. Employees responsible for handling complaints are familiar with the complaint handling process, are trained and have access to information.

Complaint form

You can download complaint form here.