Client Complaints Handling
FILING A COMPLAINT
IMPORTANT: This complaints procedure applies only to existing clients of CJ Digital EU B.V.. You must have an existing contractual relationship with Clear Junction to be eligible to file a complaint.
The Clear Junction Team does its best to provide you with exceptional service and support at all times. However, if you are dissatisfied with the experience of liaising with us, we invite you to bring this to our attention – your opinion is always important to us and helps us work towards continuously improving what we do.
In accordance with our legal and regulatory requirements, we will, to the best of our ability:
- Acknowledge and respond to your complaint;
- Investigate and assess your complaint fairly, consistently and promptly;
- Determine whether your complaint should be upheld;
- Explain our assessment of your complaint;
- Offer redress or remedial action where appropriate;
- Comply promptly with any offer of remedial action or redress accepted by you; and
- Where applicable, refer you to bodies who may review your complaint if you remain dissatisfied.
Complaints can be submitted in English or Dutch unless otherwise specified. We investigate your complaint or message free of charge.
What to Include in Your Complaint:
Your complaint should contain the following information:
- A reference to the service that caused your complaint or message. If it is a specific transaction, you should provide us with payment details.
- A clear description of your situation and details of what you would like us to do to remedy it.
- Your contact details, such as an email address and phone number.
- Copies of any relevant documents that support your complaint.
Timelines for Handling Your Complaint:
- Once we have received your complaint you will receive a prompt acknowledgement, not later than 2 business days.
- We will provide a final response to your complaint no later than 15 business days after the date on which the complaint was received. In instances where there are delays, we will inform you of this and indicate when we expect to provide a response.
- In cases when the date for a final response was delayed, we will provide you with a final response no later than 35 business days after the date on which the complaint was received.
We will retain a record of any complaints and their resolution in accordance with our internal retention, data protection and client confidentiality policies.
How to Contact Us:
You can submit your complaint or message in the following ways:
- Sending an email to a member of our team via Front 7
For jurisdiction-specific contact details or for submitting complaints other than through electronic means, please see the relevant sections below:
Should you wish to make a complaint related to CJ Digital EU B.V. in writing, please contact:
CJ Digital EU B.V.
Attn: Complaints Handling Team NL
Kennemerplein 6,
2011MJ Haarlem
The Netherlands
For complaints pertaining to CJ Digital EU B.V.’s digital assets business, you may download & use the complaints form:
Kind regards,
Clear Junction Team