Filing a complaint
Bitblock d.o.o. enables its clients to file complaints
in relation to the provision of crypto-asset services. Filing a complaint with the Company is free of charge for all clients.
Availability of information on complaints
Information on the procedure for filing and resolving complaints is available on the website of the company Bitblock d.o.o. (hereinafter: the Company).
Clients can also access complaint submission information through the link available on Kriptomat devices through which they access the Company’s services.
A standard complaint form is also available on the Company’s website that clients can use when submitting a complaint.
How to file a complaint
The client may file a complaint with the Company through the following channels: E-mail: prigovori@bitblock.hr In writing: Bitblock d.o.o. Ilica 71, 10 000 Zagreb The complaint should contain the following information:- Name and surname of the complainant
- Contact information (e-mail or address)
- Description of the complaint
- the date of the event or transaction to which the complaint relates.
- other relevant information or documentation (if applicable).
Complaint-handling procedure
Upon receipt of the complaint, the Company will:- notify the client of receipt of complaints
- Record the complaint in the internal complaint register
- analyse the allegations made in the complaint
- appropriate fact-finding measures.
Additional information
Detailed information on the complaint handling procedure is available in the Ordinance on User Complaint Management and in the General Terms and Conditions of the Company published on the Company’s website.
