Complaint Handling

BlockDev PLC does not issue or distribute its own crypto-assets. Instead, it offers services related to the exchange of third-party tokens, open banking, as well as off and on-ramp services, Vibans on behalf of EMI with a BNB license

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Submitting a Complaint

Clients of the company BlockDev PLC, a company incorporated under the laws of Bulgaria, with its registered office and address: Bulgaria, Sofia 1000, 9A Positano Street, Apt./Office 12, 4th floor, may submit complaints free of charge.

● Email for complaints: complaints@yugo.finance

● Language of submission: English

● Template (optional): A complaint form is available here. Use of this template is encouraged but not mandatory; all complaints will be reviewed thoroughly regardless of format.

Complaints will be acknowledged and handled in a fair, transparent, and timely manner. The company ensures that each complaint is assessed objectively, and appropriate actions are taken in accordance with applicable regulations. Records of complaints and resolutions will be retained for compliance purposes.

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The essential data required for processing complaints includes:

1. Personal data and contact details of the complainant

2. Personal data of the legal representative (if applicable) (power of attorney or another official document as proof of the appointment of the representative) Information about the complaint

3. Documentation supporting the facts mentioned

4. Date(s) of the facts that have led to the complaint

5. Description of damage, loss, or detriment caused (where relevant)

6. Other comments or relevant information (where relevant)

7. Place, date, signature

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BlockDev PLC will communicate its decision on a complaint to the complainant as soon as possible, and in any case within 15 days after the acknowledgment of receipt of the complaint. If, in exceptional situations, the decision on a complaint cannot be provided

within the aforementioned timeline, BlockDev PLC will inform the complainant about the reasons for that delay and specify the date of the decision.

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