1. Purpose

At txbfi ("TheXBanky s.r.o."), we are committed to delivering high-quality digital asset services.
We understand that sometimes things may not go as planned, and we value all feedback to help us improve.
This Complaints Policy is designed to:

• Provide a clear process for submitting complaints;

• Ensure complaints are addressed fairly, promptly, and transparently;

• Comply with all relevant laws and regulations.

2. How to Submit a Complaint

If you are not satisfied with our services, you can file a complaint through the following channels:

Email:
Send a detailed explanation of your complaint to: help@txbfi.com

Mail:
Address your letter to:

txbfi (TheXBanky s.r.o.)
Děčínská 552/1
180 00 Praha 8 - Střížkov
Czech Republic
Attn: Complaints Department

Information to Include:

To assist us in resolving your complaint as quickly as possible, please include:

• Your full name and contact details;

• Your account number or username with txbfi;

• A detailed description of the issue, including relevant dates and transaction IDs;

• Any supporting documentation or evidence.

3. Complaint Handling Procedure

Acknowledgment

We will acknowledge receipt of your complaint within 2 business days.

Investigation

A dedicated team will investigate your complaint fairly and independently.
We may contact you to request additional information if necessary.

Resolution

We aim to resolve all complaints within 15 business days.

If we require more time, we will inform you of the delay and provide an updated resolution timeframe, not exceeding 35 business days from the initial complaint.

Response

Upon completion of the investigation, you will receive a written response detailing:

• The outcome of our investigation;

• Actions taken to resolve the issue;

• Any remedies or compensation (if applicable);

• Information on how to escalate the complaint if you are not satisfied.

4. Escalation Process

If you are not satisfied with our initial response, you may escalate your complaint:

Internal Escalation

You can request a further review by a senior member of our management team.

External Escalation

If the matter remains unresolved to your satisfaction, you can contact:

Financial Arbiter of the Czech Republic
Legerova 1581/69
110 00 Praha 1
Czech Republic
Website: www.finarbitr.cz
Email: arbitr@finarbitr.cz

5. Record Keeping

We will retain records of all complaints and related communications for a minimum of 5 years.
All records are kept confidential and stored securely in compliance with GDPR and applicable data protection laws.

6. Confidentiality

All complaints will be handled with strict confidentiality.
Personal data provided will be processed in accordance with our [Privacy Policy] and GDPR regulations.

7. Continuous Improvement

We regularly review complaints to identify trends and areas for improvement.
Your feedback plays an essential role in helping us enhance the quality of our services.

8. Contact Us

For any additional questions or clarifications regarding this Complaints Policy, please contact us:

• Email: help@txbfi.com

• Mail: txbfi (TheXBanky s.r.o.), Děčínská 552/1, 180 00 Praha 8 - Střížkov, Czech Republic