Complaint

If you think that the company has not met your expectations with regard to any aspect of the service and you want to submit a complaint, please contact us via the contact details below.

Company details
BitStaete BV
Haerstraat 125
7573 PA Oldenzaal
Nederland

Email: info@ bitstaete .nl
telephone: 0541 - 57 39 30

BitStaete has set up a process for the complaint handling. In outline, the complaints procedure consists of five phases: registration, information gathering and provision, analysis, finding and any follow -up steps. Below you can download a template where you can specify and explain your complaint. However, you are not obliged to enter the template, you can also submit your complaint orally (by telephone or during a physical appointment) or in writing to the (e-mail) address of BitStaete. Of course you can do this completely free of charge. No costs will be charged for the assessment and treatment.

It is important that you describe your complaint as clearly and clearly as possible and enter the template as completely as possible. We will then register your complaint and investigate further. If a complaint does not come in via the template, the following information / information must in any case be provided to BitStaete:

• Your name and address data;
• Clear description of the complaint;
• Substantiation of the complaint with facts and circumstances (including relevant data) and - if necessary to be able to understand and assess the complaint and if not already in possession of BitStaete - substantiation with documentation;
• The negative consequence and/or risk for you by the behavior accused of BitStaete (such as disadvantage, loss or damage regarding assets, reputation or disrupted client relationship).

From BitStaete we will confirm receipt of the complaint in writing (including electronic) within 3 working days (including electronic) and send a written response to you within 14 working days after submitting the complaint.

In the confirmation, in addition to reference to the timelines, it will also be indicated:

• the identity and contact details of the person responsible (or department), including telephone number and e-mail drles so that you know who you should turn to;
• the date of receipt of the complaint;
• In the event of a complaint that has been submitted electronically: a copy of the complaint.

If the complaint is inadmissible, BitStaete will also indicate this in writing within 3 working days of receipt of the complaint, stating the reason (s) of inadmissibility. All communication with you will take place in clear and understandable terms in a language that you have used when the complaint has been submitted. The latter applies under the condition that it (i) concerns a language used by BitStaete in its communication (Dutch and English) or (ii) an (official) language of the country to which BitStaete has pasport its services ( if applicable).

If the aforementioned period of 14 days does not appear to be feasible, you will be a written message about this in time (well before the expiry of this period) stating the reason for the delay and the period within which will be responded to a maximum of 2 months. After confirmation of receipt, the complaint is investigated by the person in charge of comprehensibility and completeness to be able to further process the complaint. If necessary, BitStaete will request additional information. BitStaete will not request information that is already in its possession. BitStaete will in all reasonableness, with open visor and critical investigation and handling. If you request information, BitStaete will cooperate with this (unless this is not reasonable or fair).

After the complaint has been received, registered and the confirmation of receipt has been sent to you, the complaint will be analyzed by BitStaete . The person responsible for complaint assesses the complaint, whereby the complaint can be classified in two categories:

• The complaint is not serious in nature and your complaint can easily be answered.
• There is a serious complaint and/or a suspicion of a structural shortcoming on the side of BitStaete.

In the event that the complaint is not serious and can easily be answered, the person responsible for complaint will handle the complaint and feedback you will give you within 14 working days of receiving the complaint. After the complaint has been handled, the person responsible for complaints makes a written summary of the complaint with all important details including the times of arrival complaint and the handling date of complaint.

If the complaint is assessed as serious, it will be sent directly to the compliance officer by the employee. This will handle the complaint and consult with the management depending on the nature/severity of the complaint. Based on the nature and seriousness of the complaint, the person responsible for complaint (in the event of a clear complaint) or the Compliance Officer/management (in the event of a serious complaint) which must be taken, so that they can be included in The decision towards you. This can be corrective next steps. Based on these corrective follow -up steps, internal processes may need to be adjusted so that repetition is prevented in the future.

The person responsible or the compliance officer makes a decision about your complaint. This happens in principle within 14 working days of receiving the complaint, and in any case within two months. In exceptional cases, the situation could occur that a decision cannot be made within 2 months. In that case, BitStaete will immediately announce this to you (stating the date on which the decision is expected to be taken).

BitStaete feedback will then be given to you about the complaint and about any measures taken or to be taken. In this feedback, all points supplied are further explained and the reasons for the outcome of the decision are clearly stated and explained. In this way you know that BitStaete has made a well -considered decision. The decision must be consistent with previous decisions regarding similar complaints.

In summary
at BitStaete , every complaint with the highest priority is dealt with and strict guidelines are followed to investigate them. BitStaete is dedicated to handle every complaint professionally, accurately and impartially. When you contact us by e-mail, it helps if you add all relevant information or documents. This ensures that your complaint can be handled as efficiently as possible. The aim is to resolve your complaint as soon as possible and will take the following steps after receiving a complaint:

• BitStaete ensures that an employee starts an investigation with the right authority.
• You will receive a written confirmation within a maximum of 3 working days of submitting your complaint.
• If unforeseen delays occur and your complaint cannot be handled within 2 weeks, you will be informed about this. You will receive an explanation why a final answer is not forthcoming and when you can expect this.
• You can expect a detailed response within 14 working days by which the handling of your complaint will be completed.