1. Purpose

At TheXBanky s.r.o. ("TheXBank"), we aim to provide high-quality digital asset services. We understand that sometimes things may not go as planned, and we welcome feedback to help us improve. This Complaints Policy is designed to:

• Provide a clear process for submitting complaints.

• Ensure that 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 service, you can file a complaint through the following channels:

• Email: Send an email to help@thexbank.io with a detailed explanation of your issue.

• Mail: Write to us at:

  
  

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

Information to Include

To help us resolve your complaint as quickly as possible, please include:

• Your full name and contact details.

• Your account number or username with TheXBank.

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

• Any supporting documentation or evidence.

  
  

3. Complaint Handling Procedure

Acknowledgment

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

  
  

Investigation

• A dedicated team will investigate your complaint. We may contact you for additional information if necessary.

  
  

Resolution

• We aim to resolve all complaints within 15 business days.

• If we need more time to investigate, we will inform you of the delay and provide a new resolution date, not exceeding 35 business days from the initial complaint.

  
  

Response

• Once the investigation is complete, we will provide a written response detailing:

  • The outcome of our investigation.

  • Actions taken to resolve the issue.

  • Remedies or compensation (if applicable).

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

4. Escalation Process

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

Internal Escalation

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

  
  

External Escalation

• If the internal escalation does not resolve the matter 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 will be kept confidential and stored securely in accordance with applicable data protection laws.

  
  

6. Confidentiality

All complaints will be handled with confidentiality. Any personal data provided will be processed according to our Privacy Policy and GDPR regulations.

7. Continuous Improvement

We regularly review complaints to identify areas for improvement. Your feedback helps us enhance our services.

8. Contact Us

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

• Email: help@thexbank.io

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