You can submit your complaint to us through the following channels:
- online web form below;
- email: support@rgltd.com;
- post: WEB3 Technology B.V.
Prins Hendrikkade 21 E, 1012 TL Amsterdam
The Netherlands
All complaints sent to us are free of charge.
You may file your complaint in:
- English, Dutch or Polish,
- The language of the home Member State (Dutch)
- The official language(s) of any host Member State, provided English is used.
Information required for your complaint
To help us address your concerns effectively, please be prepared to provide the following:
1. Complaint details
- Full reference of the crypto-asset service or agreement to which the complaint relates (e.g., service provider name, service reference number, or other relevant transaction references)
- Description of the complaint’s subject matter
- Documentation supporting the facts mentioned
- Date(s) of the events leading to the complaint
- Description of any damage, loss, or detriment caused (if applicable)
- Any other relevant comments or information
2. Complainant information
If you are submitting as an individual:
- Last Name
- First Name
- Client reference (if available)
- Address - Street, Number, Floor
- Postcode
- City
- Country
- Telephone
- Email
If you're submitting as a legal entity:
- Legal entity name
- Registration number and LEI (if available)
- Client reference (if available)
- Address - Street, Number, Floor
- Postcode
- City
- Country
- Telephone
- Email
3. Contact details (if different from above)
Please provide the same information fields as in section 2 if your correspondence address or contact information differs
4. Legal representative details (if applicable)
If a legal representative is filing on your behalf, provide:
- Last name / First name / Legal entity name
- Registration number and LEI (if available)
- Client reference (if available)
- Address - Street, Number, Floor
- Postcode
- City
- Country
- Telephone
- Email
- Proof of representation – A power of attorney or other official document confirming their appointment
Supporting documentation
When submitting your complaint, please indicate which documents you are providing:
- Power of attorney or other relevant document
- Copy of contractual documents of the investment(s) to which the complaint relates
- Other documents supporting the complaint
This structure reflects what WEB3 Technology B.V. currently expects for complaints. It may be updated as our website and processes evolve.
What to expect
We will confirm that we’ve received your complaint as soon as possible, and no later than 7 days after it reaches us. You will receive a substantive response within 30 business days from the date we receive your complaint. If, in exceptional circumstances, we need more time to carefully review your case, we will inform you before the 30-day period ends. We’ll explain the reason for the delay and let you know when you can expect our final response. In any case, you will receive a final decision no later than 60 days from the date we first received your complaint.
