Your trust is our most valued asset at Colossos. We aim to exceed your expectations in every interaction you have with our Platform. However, we understand that sometimes things don't go as planned. When that happens, know that resolving your concerns is our top priority. We're committed to handling your Complaints promptly and fairly to ensure we deserve your continued trust.
Making a complaint
If you are dissatisfied with any aspect of our Services, we encourage you to get in touch with us first through the chatbot on the Platform. To file a formal Complaint, please contact us via email at [email protected]. To help expedite the resolution process, kindly provide the following details:
- Your name, phone number, and email or mailing address.
- A clear description of your concern or Complaint.
- What you would like us to do to rectify the situation.
- Any relevant documents (if applicable).
We will acknowledge your Complaint within 5 business days and will conduct an internal review. We aim to resolve all Complaints and send a final response within 15 business days.
If we are unable to resolve your Complaint within this period, we will inform you about the delay and provide an indication of when you can expect a resolution. In this case, the maximum response time to your Complaint shall not exceed 35 (thirty-five) Business Days from the date of your Complaint.
For complaints related to E-Money Services
If your Complaint is specifically related to E-Money Services and you are not satisfied with our resolution, or in case you have not received a final response in the 35 business days from the date of the Complaint, you may be eligible to refer your issue to the Financial Services Complaints Institute (KIFID). KIFID is a recognized Dutch institution that is specialized in resolving conflicts between consumers and businesses in the financial services sector.
KIFID contact details:
Financial Services Complaints Institute (KIFID)
Koningin Julianaplein 10,
2595 AA Den Haag
Phone: +31 70 333 8 999
For complaints related to crypto-assets services
Please note that Complaints related to the Crypto-Assets Services provided to you are not covered by the Financial Services Complaints Institute (KIFID). Complaints will be handled by Colossos Digital Assets UAB in accordance with the Procedure established above.
For complaints related to data protection
If your Complaint pertains to Data Protection and we are unable to resolve it within one calendar month, you may have the right to lodge a Complaint with the Lithuanian State Data Protection Inspectorate.
Lithuanian State Data Protection Inspectorate contact details:
State Data Protection Inspectorate
L. Sapiegos str. 17,
LT-10312 Vilnius, Lithuania
Phone: +370 5 271 28 04