Complaints procedure

Introduction

UAB VirtuaBroker Solutions (“VirtuaBroker”) is committed to providing high-quality services to all clients. We take complaints seriously and aim to resolve them fairly, promptly, and transparently.

This Complaints Procedure explains:

• How you can raise a concern

• How we will handle it

• What you can expect from us

How to make a complaint

If you are dissatisfied with any aspect of our services, you can contact us:

Email: complaints@virtuabrokersolutions.com
Post: UAB VirtuaBroker Solutions, Lvivo g. 105A-101, LT-08104, Vilnius, Lithuania

Please include:

• Your full name and contact details

• A clear description of your complaint

• Any supporting documents or evidence

• The outcome you are seeking

Our process

1. Acknowledgement

We will acknowledge receipt of your complaint within 5 business days.

2. Investigation

Your complaint will be reviewed by our compliance team, independently of the staff involved in the matter.
We may contact you for additional information if needed.

3. Response

We aim to provide a final written response within 30 days of receiving your complaint.
If more time is required, we will inform you of the reasons and expected timescale.

If you are not satisfied

VirtuaBroker Solutions is registered in Lithuania as a Virtual Currency Exchange Operator and Depositary Virtual Currency Wallet Operator, supervised by the Financial Crime Investigation Service (FNTT).

• If you are not satisfied with our response, you may contact us again with additional information.

• You also have the right to escalate your complaint to the FNTT or the relevant supervisory authority in Lithuania.

Financial Crime Investigation Service (FNTT)
Website: https://www.fntt.lt
Phone: +370 5 271 74 44

Continuous improvement

We record and monitor all complaints to identify trends and improve our services.

Contact

For all complaints or questions about this procedure:

UAB VirtuaBroker Solutions
Company number: 306285107
Lvivo g. 105A-101, LT-08104, Vilnius, Lithuania
Email: complaints@virtuabrokersolutions.com