Complaints handling procedure policy

UAB Litbit

Effective from 08.08.2023

1. Purpose and Scope

1.1. The complaint handling Procedure Policy of UAB Litbit (registry code, address, hereinafter also “Litbit” or “We” or “Company”) (hereinafter “the Policy”) is prepared to establish a fair, efficient and transparent process for handling customer (hereinafter also Customer or You) complaints related to Litbit’s services.

1.2 This policy applies to all customers (natural and legal persons) using Litbit’s services.

1.3. The purpose of this policy is to ensure that all customer complaints are addressed in compliance with the applicable laws and regulations.

2. Definitions

2.1 “Customer”: A natural or legal person who uses Litbit’s services.

2.2 “Complaint”: A statement or expression of dissatisfaction addressed to Litbit by a customer regarding the provision of Litbit’s services.

2.3. “Complaint form”: An electronic document available on Litbit’s website that must be completed by the customer to submit a formal complaint.

2.4. “Applicant”: A complainant, account holder who has used Litbit’s services and filed a complaint.

3. Submission of Complaints

3.1. Customers can submit a complaint to Litbit by completing the form available through this link (hereinafter also Complaint Form).

3.2. The completed Complaint Form should be sent to the email address: info@litbit.exchange.

3.3. When submitting a Complaint, an Applicant must specify:
3.3.1. their full name/company name;

3.3.2. address;

3.3.3. date of filing the complaint;

3.3.4. the substance matter of the complaint, i.e. what rights of a person or the interests protected by law were violated;

3.3.5. other available documents related to the complaint, if necessary;

3.3.6. contact phone and email address;

3.4. If at least one of the required details referred to in clause 3.3. is not specified, Litbit shall have right to supplement the request of the complaint.

3.5. Complaints with defamatory, insulting contents, or in violation of moral norms, and which incite national, racial, religious, and social strife, coercion, and discrimination are not dealt with.

3.6. If you need assistance in formulating or lodging a complaint, please contact Litbit team via email info@litbit.exchange.

4. Procedure for handling Complaints

4.1. Upon submitting the complaint, Litbit’s team will acknowledge receiving of the complaint via email within three (3) business days.

4.2. The Customer's Complaint is examined in accordance with the laws of the Republic of Lithuania and the European Union, the principles of respect for human rights, fairness, integrity, reasonableness, objectivity, impartiality and operability.

4.3. The applicant’s Complaint will be examined, and the answer will be provided withing fifteen (15) business days of the receiving and registration date of the complaint, unless further documents or information are required to investigate the complaint or any other provisions related to the Company’s services, provide for a different term. In the case where further documents and/or information are required for the purpose of the Complaint proceedings, the time limit begins to run on the date of the submission of additional documents and/or information to the Company.

4.4. In exceptional cases, where a Complaint cannot be dealt with within the time limits specified in points 3.5 and 3.6, the Company's authorised person must inform the applicant, indicate the circumstances of the late reply.

4.5. Customer has the right to enquire as to the status of your complaint by contacting Litbit via email info@litbit.exchange.

4.5.1 A written compliant respond (hereinafter also Decision) shall be sent to the Applicant by email specified in the Compliant Form. The Decision sent to the provided applicant’s email, is deemed to have been received by the applicant on the next business day.

4.6. In order to comply with the prevention of money laundering and terrorist financing laws, the Company shall keep the Complaints of the applicants, the material relating to their investigation, the document containing specific Complaint the reply given to the applicant and other correspondence for 5 years from the date of submission of the final reply to the applicant.

4.7. The examination of the complaints received by the applicants is free of charge.

4.8. Repeated Complaints are not investigated, unless they reflect new circumstances which constitute the basis of the request.

4.9. The Complaint is not accepted, not registered and/or dealt with if:

4.9.1. the Complaint does not meet the requirements of clause 3 regarding the submission of the Complaint and the contents of the Complaint.

4.9.2. the Complaint contains incomplete, illegible or incomprehensible content information. Whenever possible, the responsible employee of the Company must ask for clarification of the information.

5. Final provisions

5.1. This Policy is subject to review at least once a year and updates as necessary.

5.2. The applicant, who considers that his claim (complaint) has been incorrectly evaluated, shall have the right to refer the matter to the competent court of the Republic of Lithuania.

5.3. This Procedure is approved by the management board of the Company.

5.4. Customer may contact Litbit via email info@litbit.exchange in case of any comments or suggestions in respect of the contents of this Policy.