Complaint Procedure

PURPOSE

The purpose of this Complaint Procedure is to inform you about how you can contact us in relation to any complaint you may have about the services we provide. This procedure outlines how you can make a complaint, how we will address your complaint, and what options are available should you not be satisfied with the outcome of your interaction with us or our decision on your complaint. 

HOW TO CONTACT US

You can contact our Customer Service Team by e-mail: complaints[at]3commas.io 

HOW TO MAKE A COMPLAINT

In order to register an official complaint, please send us an email to complaints[at]3commas.io   with a detailed description of your issue. Detailed information added to your complaint allows us to manage the complaint and respond to you faster as otherwise we might need to request additional information from you.

After making a complaint, you will receive a response acknowledging that we have received the complaint within 72 hours of us receiving the complaint. 

RESPONSE TIME

Our Customer Service Team will respond to your complaint as quickly as possible and use best efforts to resolve your matter promptly. 

The final decision about your complaint will be given in 10 business days. However, if the complaint cannot be adequately resolved within 10 business days, we may extend the period for an additional 10 business days. In this case, you will be informed of the fact that the period is being extended, and the reasons why.

If your complaint requires us to engage a third party, the final decision about your complaint will be given within 8 weeks.

In case your complaint is related to your personal data processing, we follow the GDPR timeframe and provide you the answer within 30 days.

If you are not satisfied with our response to your request in relation to Personal Data or you believe we are processing your Personal Data not in accordance with the law, you can submit your claim with the Estonian Data Protection Inspectorate (in Estonian: Andmekaitse Inspektsioon) at info[at]aki.ee (https://www.aki.ee/).

ONLINE DISPUTE RESOLUTION

You always have the right to use the EU Online Dispute Resolution (ODR) platform to lodge a consumer complaint. For more information, please visit https://ec.europa.eu/consumers/odr/main/?event=main.home2.show.