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Complaints Handling Policy
Information on the Handling of Customer Complaints
Venga is committed to maintaining high standards of service. In line with applicable regulatory requirements, this policy explains how a customer can submit a complaint and outlines the procedures in place to ensure each matter is handled fairly, transparently, and without undue delay. The process is designed to be clear and accessible, ensuring that every client is treated with respect and receives a timely response.
Customer Complaints Submission Process
The following section outlines the general approach of Venga regarding the handling of customer complaints. Venga is committed to ensuring that all complaints are processed promptly, fairly, and transparently, in accordance with applicable regulatory requirements, including the Markets in Crypto-Assets (MiCA) regulation.
Venga has implemented a formal Complaint Handling Policy that applies across all departments and personnel involved in resolving customer concerns. This policy covers complaints related to service delivery, customer support, transactions, platform functionality, fees, account management, data protection, and compliance matters. To maintain high service standards and ensure consistent treatment of complaints, Venga provides regular training to relevant staff. This training includes legal obligations, procedural requirements, and industry best practices, enabling employees to guide and support customers effectively throughout the complaint resolution process.
Customers may submit complaints through the following official channels:
- Online Form – Available via the Help Center, offering a quick and structured method for submission.
- Email – Complaints may be sent directly to [email protected].
- Postal Mail – Written complaints can be addressed to: Venga Europe SL., a/c Michael Stroev c/o Norrsken Barcelona Passeig del Mare Nostrum, 15 08039 Barcelona, España (Entrega por Passeig Joan de Borbó – Parking W)
Venga accepts complaints in all official EU languages, as well as in any language previously used in communications with the customer.
Admissibility and Information Requirements for Complaints
For a complaint to be eligible for review under Venga’s Complaint Handling Policy, the following criteria must be met:
- It must be submitted within a reasonable timeframe, generally no later than two years from the date of the incident.
- It must be submitted through one of the official channels outlined in this policy.
- It must be filed by a person or entity that has a legitimate relationship with the company.
- It must relate to services or activities falling within the operational scope of Venga.
- It must provide sufficient detail and context to allow for proper assessment.
Complaints already under review or resolved by Spanish courts, arbitration panels, or administrative authorities will not be considered.
To facilitate effective processing, all complaints must include the following information:
- Personal details of the complainant (full name and valid contact information).
- A clear and concise description of the issue.
- Supporting documentation where applicable (such as transaction records, correspondence, or screenshots).
- A statement outlining the resolution sought by the complainant.
An acknowledgment of receipt is issued within five business days. This acknowledgment includes a complaint reference number and a copy of the submission if filed electronically.
Complaint Review and Resolution
The Customer Care Service Unit conducts an initial review of each complaint to verify completeness and admissibility. If additional documentation is required, the complainant will be given 10 calendar days to provide the necessary information, with a clear warning that failure to do so will result in the complaint being filed without further processing.
During the admissibility stage, relevant documents are thoroughly reviewed to determine if the complaint falls within the scope of our services and meets the criteria for further processing.
A final response is provided within 30 business days from receipt of the complete complaint. Should additional time be necessary, the complainant will be informed of an updated timeline, which will not exceed 2 months from the date of acknowledgment.
The final decision will comprehensively address all issues raised, include a clear rationale for the outcome, and outline any corrective measures where applicable. Consistency with previous similar decisions is maintained unless there is justified cause for deviation. Communication will be made in the complainant’s preferred language and format.
The Company’s resolution is binding on the Company but does not limit the complainant’s right to pursue other legal remedies.
Record Keeping, Monitoring, and Escalation of Complaints
All complaints are securely recorded in an electronic system designed to maintain confidentiality and comply with data protection regulations. Complaints received via mail are promptly digitized and handled with the same level of care. Records are retained for the legally required duration and remain accessible for audit and supervisory purposes.
Complaints are regularly analyzed to identify trends, recurring issues, and opportunities for process and service improvements. The management body oversees the complaint handling framework, ensuring its effectiveness and implementing necessary adjustments to maintain compliance and uphold high standards of service and accountability.
If a complainant is dissatisfied with the response provided, they may escalate the matter to the National Securities Market Commission (CNMV) or pursue alternative legal remedies.