This policy concerns the handling of complaints submitted to Quickbyte Global OÜ (hereinafter: Quickbyte) concerning the services provided through the website frontnode.com.
A complaint is any expression of dissatisfaction of a client regarding the crypto-asset services provided by Quickbyte and/or concerning the conduct, rights, or obligations arising under the applicable regulations governing such crypto-asset services.
A client in this context is any natural or legal person who uses, has used, or has expressed a desire to use crypto-asset services provided by Quickbyte.
If you have a complaint, please submit it according to the procedure described below and Quickbyte will make sure it is dealt with in accordance with the legal obligations applicable to Quickbyte.
1. How to file a complaint
1.1. Filing a complaint is free of charge.
1.2. To file a complaint with Quickbyte, please use the following channels:
1.2.1. You may file a complaint in writing using Quickbyte’s email address at support@frontnode.com. You may do so by using the template for filing complaints, which is available at the link below, however using this template is not mandatory.
1.2.2. If you are a natural person and your complaint concerns a specific client relationship agreement concluded with Quickbyte, you may also submit your complaint orally by calling the number provided in the contact details. Oral complaints shall be recorded. Please note that if we are unable to resolve the complaint in a satisfactory manner to you or us over the phone, we may ask you to submit a complaint in writing as described above in section 2.1.
1.3. Quickbyte accepts complaints in English and Estonian and we will reply to you in the language that you have chosen.
1.4. Please ensure that your complaint clearly identifies the following:
1.4.1. That the complaint is addressed to Quickbyte;
1.4.2. Your full name and contact details;
1.4.3. The subject matter of the complaint, including any facts and reasoning that would help us understand the issue;
1.4.4. The preferred outcome of the complaint;
1.4.5. Any documents and other evidence and information you believe is necessary to justify the complaint;
1.4.6. If your complaint is submitted by a representative on your behalf, a document confirming their authorisation to do so.
1.5. If you need assistance with filing the complaint, please use the contact details provided below.
1.6. We rely on your cooperation to efficiently resolve your complaint. It is important that you submit your complaint as promptly as possible and respond without undue delay should we request any additional information.
2. Investigation process and response to your complaint
2.1. The investigation of your complaint will be conducted in accordance with Quickbyte’s internal policies by a person appointed by Quickbyte. The investigation is carried out in a competent, fair, diligent, and thorough manner, and without undue delay.
2.2. Quickbyte shall communicate with you in the language in which you filed the complaint, provided that it was filed in one of the accepted languages. In case the complaint was filed in any other language, we will ask you in English to submit the complaint in one of the accepted languages.
2.3. Quickbyte will confirm receipt of the complaint in a form reproducible in writing no later than the next business day, along with any other relevant information.
2.4. Quickbyte will endeavour to respond to your complaint at the earliest opportunity but in any case, not later than within:
2.4.1. 15 calendar days from receipt if you are a natural person;
2.4.2. 30 calendar days from receipt if you are a legal person.
2.5. If for any reason the complaint cannot be responded to within this term, either because of the complexity of the subject matter requiring further analysis or collection of data, or due to deficiencies in the complaint, Quickbyte shall inform you in writing of the extended processing time and the new deadline.
2.6. Our response to your complaint will include among other things a reference to your complaint and the date when Quickbyte received it, the decision of Quickbyte on the complaint and the reasoning behind such decision. The response shall be sent to you using the same contact details that you presented in the complaint, if not updated during the process.
3. Handling misaddressed and anonymous complaints
3.1. If your complaint is misaddressed, i.e. Quickbyte is not the appropriate recipient, we will respond to your complaint with an explanation of why we believe this is the case.
3.2. If your complaint is anonymous, Quickbyte will investigate whether it is possible to resolve the complaint, however it may not always be possible to do so.
4. Further escalation
If you are not satisfied with the resolution of the complaint by Quickbyte, you have the right to escalate the complaint to:
Estonian Financial Supervision Authority (all clients)
E-mail: info@fi.ee
Telephone: +3726680500
https://www.fi.ee/en/consumer/when-should-i-contact-finantsinspektsioon/making-complaint
Estonian Consumer Protection and Technical Regulatory Authority (only consumers)
E-mail: avaldus@komisjon.ee
Telephone: +3726201707
https://ttja.ee/en/submission-statement
5. Contact details
Quickbyte Global OÜ
Tartu mnt 82, Tallinn 10112, Estonia
Commercial register code 14746140
Email: support@frontnode.com
Telephone: +37256606173
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