The Company is committed to ensuring that all complaints submitted by clients are handled in a fair, transparent, consistent and timely manner. The Company places a strong emphasis on client protection and aims to resolve any dissatisfaction efficiently while continuously improving the quality of its services.

This procedure has been established in accordance with Regulation (EU) 2023/1114 and its applicable implementing measures, including the regulatory technical standards governing complaints handling by crypto-asset service providers.

Any notice or communication from the Company to the Customer under these Terms and Conditions shall be made using the contact details provided by the Customer, including the most recent email address or, where applicable, postal address.

The Company may also provide general notices by publishing them on the Konto.com platform or through other appropriate electronic means.

The Company will take reasonable steps to ensure that communications are effectively delivered and accessible to the Customer.

This procedure applies to all clients of the Company, whether natural or legal persons, and covers all services provided by the Company. It includes any complaint relating to account access, transactions, platform functionality, fees, customer support interactions, or any other aspect of the Company’s operations.

A complaint represents any expression of dissatisfaction addressed to the Company by a client in relation to the provision of one or more services. Requests for information or general inquiries that do not express dissatisfaction are not treated as complaints, but are nonetheless handled appropriately through customer support channels.

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Clients may submit complaints at any time and free of charge. Complaints may be submitted: 

- electronically by email at complaints@konto.com 

- or through the dedicated online form available on the Company’s website at https://www.konto.com/legal/complaints-procedure. 

- in writing to the Company’s registered address at ul. Hoża 86 / Unit 210, 00-682 Warsaw, Poland.

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In order to facilitate efficient handling, complaints should include sufficient information to allow the Company to understand and investigate the issue raised. This generally includes the identification details of the complainant, relevant contact information, a clear description of the situation, the date or period in which the event occurred, and any supporting documentation.

The absence of certain information does not prevent the Company from reviewing the complaint. Where necessary, the Company will request additional information without undue delay.

Complaints may be submitted in English, Romanian or Polish. The Company will communicate with the complainant in the language used for submission, where possible.

Upon receipt, each complaint is registered in a secure internal system and assigned a unique reference number. The Company acknowledges receipt of the complaint without undue delay and provides the complainant with confirmation, including relevant contact details and information on the expected handling timeframe.

The Company conducts a thorough, objective and impartial investigation of each complaint. This may involve reviewing transaction records, analysing system data and consulting relevant internal departments, including technical, compliance and legal functions. The Company will not request information already in its possession.

Throughout the process, the Company may contact the complainant for additional information or clarification, where necessary. Any communication is conducted in a clear, understandable and professional manner.

Once the analysis is completed, the Company issues a reasoned decision addressing all aspects raised in the complaint. The decision includes a clear explanation of the outcome and, where applicable, any corrective or compensatory measures.

The Company aims to resolve complaints as quickly as possible and, where feasible, within 15 business days. In most cases, complaints are resolved within 30 working days from receipt of complete information. In all cases, the Company ensures that a final response is provided no later than two months from the date of receipt, in accordance with applicable regulatory requirements.

Where additional time is required due to the complexity of the case or other justified reasons, the complainant will be informed of the delay, the reasons for it, and the expected timeline for resolution.

The Company shall not be liable for losses or damages arising from circumstances beyond its reasonable control, provided that it has acted in accordance with applicable legal and regulatory obligations.

The Company may rely on instructions received through the Customer’s account as being authorised by the Customer. However, the Company implements appropriate security measures and monitoring systems to detect unauthorised or suspicious activity, in accordance with applicable legal and regulatory requirements. The Customer is responsible for maintaining the security of their account credentials and for ensuring that instructions submitted through their account are accurate. While the transmission of data over the internet involves inherent risks, the Company applies appropriate technical and organisational measures to ensure the security and integrity of communications. The Company maintains records of transactions and activities carried out on the platform. Such records may be used as evidence in case of disputes, without prejudice to the Customer’s right to challenge their accuracy. The Company encourages Customers to first contact customer support and, where necessary, use the complaints handling procedure to resolve any issues. This does not affect the Customer’s right to seek external remedies, including judicial proceedings. General inquiries, requests for information or feedback that do not express dissatisfaction will be handled by customer support and will not be treated as formal complaints under the complaints handling procedure. The Company will respond to complaints within the timeframes set out in its Complaints Handling Procedure. If a complaint cannot be resolved through customer support, Customers may submit a formal complaint via the channels indicated in the Complaints Handling Procedure, including the dedicated email address.

The Company ensures that complaints are handled free of charge and in accordance with principles of fairness, consistency and transparency. Each complaint is assessed objectively and without bias, and the Company takes appropriate measures to prevent conflicts of interest in the handling process. Where possible, individuals directly involved in the matter giving rise to the complaint are not involved in its resolution.

Clients have the right to submit complaints without incurring any costs, to receive a timely acknowledgment and response, and to be provided with a clear and understandable explanation of the outcome. Clients also have the right to escalate their complaint if they are not satisfied with the Company’s response.

If a complainant is not satisfied with the outcome of the complaint, they may refer the matter to the competent supervisory authority:

Komisja Nadzoru Finansowego

Website: https://www.knf.gov.pl

In addition, the complainant may seek resolution through alternative dispute resolution mechanisms or through the European Commission’s Online Dispute Resolution platform available at https://ec.europa.eu/consumers/odr.

The complainant retains the right to initiate legal proceedings before the competent courts.

The Company maintains records of all complaints, including the information provided by the complainant, the internal analysis performed, and the outcome of the complaint. These records are retained in accordance with applicable legal and regulatory requirements.

All personal data processed in connection with complaints is handled in accordance with Regulation (EU) 2016/679 (General Data Protection Regulation).

The Company regularly analyses complaints in order to identify recurring issues, improve internal processes and enhance the overall quality of its services.

This complaints handling procedure is published on the Company’s website, is available in relevant languages, and may be provided to clients upon request. It is also referenced in the Company’s Terms and Conditions.

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Class action waiver.

Whether the claims are based on contract, tort, statute, fraud, misrepresentation, or any other legal theory and whether they arise during or after the termination of these Terms, you and Konto.com Exchange agree that they must be brought against the other party on an individual basis only and not as a plaintiff or class member in a fictitious class or representative action. To the extent permitted by applicable law, you and Konto.com further agree to renounce any right to bring, hear, or arbitrate such claims as a class, collective, representative, or private attorney general action. It is not authorised to combine or consolidate multiple arbitrations into one arbitration without the consent of all parties, including Konto.com Exchange.

This clause shall apply only to the extent permitted by applicable law and shall not limit any rights that cannot be lawfully excluded or restricted.

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