Introduction
Your satisfaction is our priority, however if you are not satisfied with our services, you can make a customer complaint
In accordance with Article 71 of MiCA, BITSTACK has set up a complaints management system to ensure appropriate processing and rapid resolution of its customers' complaints, which takes into account their interests. This applies to all BITSTACK customers.
Definition of a complaint
A customer complaint is a statement expressing a customer's dissatisfaction with a product or service provided by BITSTACK and which requires a response from the company.
The services covered by a complaint relate to all products and services marketed by BITSTACK. Consequently, requests for information or correction, requests for clarification and even requests for commercial gestures are excluded.
A customer complaint may relate in particular to:
- The quality of the offer;
- The delivery of information;
- The pricing of the proposed services;
- Disagreement over legal documentation;
- An incident on the application or the BITSTACK customer account;
- Any items relating to services or products provided by BITSTACK
Organisation of complaint-handling
BITSTACK undertakes to process any complaint according to the following principles:
- Transparency towards the customer;
- Objective, fair and harmonised processing of complaints;
- Free access to the complaint-handling system;
- An appropriate response time given the complexity of the complaint.
Receipt of the complaint
The customer may submit their complaint, free of charge, in French or English and must clearly indicate that it is a complaint.
The customer explains in detail the facts giving rise to their complaint, attaching all relevant supporting documents. To this end, BITSTACK provides its customers with a standard complaint template.
BITSTACK invites you to formalise any dissatisfaction in writing, as follows:
^ Via the BITSTACK website using our online form
^ Via email: compliance@bitstack-app.com
Each complaint shall be acknowledged within a maximum regulatory period of ten (10) working days from the date of receipt of the request by BITSTACK.
Transmission of the response to the customer and closure of the complaint
The response to the customer's complaint shall be given within a maximum period of two (2) months from receipt of the first written complaint.
However, if the analysis of the customer's complaint requires the involvement of different contacts depending on its subject or its degree of complexity, a longer period may be necessary. The customer will be informed of this as soon as possible, within the acknowledgement of receipt or by separate letter, indicating the additional time required to respond to the complaint and specifying the final date on which the customer will receive a final response from BITSTACK.
Recourse to the AMF Mediator
Where all the means available to BITSTACK to close a complaint have not resulted in a solution satisfactory to the customer, or if they have not received a response within two (2) months of the date of receipt of the first complaint, a customer who is not satisfied with the response to their complaint may call upon the AMF's mediator, in accordance with Article L.621-19 of the French Monetary and Financial Code.
The AMF has a mediator, who can be contacted by any interested party, whether a natural or legal person, in the context of an individual dispute falling within the scope of their competences as described on the AMF website: https://www.amf-france.org/sites/institutionnel/files/2020-01/fiche inc 2018 mediateur.pdf
The customer may contact the AMF's mediator free of charge:
- Primarily via an electronic form on the AMF website:
https://www.amf-france.org/fr/le-mediateur-de-lamf/votre-dossier-de-mediation/vous-voulez-deposer-une-demande-de-mediation
- Or by post to the following address:
The AMF Mediator
Autorité des Marchés Financiers
17 Place de la Bourse
75082 Paris cedex France
