Complaint Handling Procedure

Complaint Handling Procedure

Rothbard.eu is dedicated to providing exceptional service and values our customers' satisfaction when using our Bitcoin ATMs and related services. If you encounter any issues or are dissatisfied with our services, we have established a comprehensive complaint handling procedure to ensure that your concerns are addressed promptly and fairly.

1. Submitting a Complaint

If you have a complaint regarding our services, you can submit it through the following channels:

• Email: Send a detailed email to support@rothbard.eu with the subject line "Complaint."
• Telephone: Call us at the contact number listed on our website under the "Contact Us" section.
• Online Form: Fill out the complaint form available on our website.

When submitting a complaint, please provide the following information:

• Your Full Name: As registered with our services.
• Description of the Issue: A detailed account of the problem, including any relevant circumstances leading up to the complaint.
• Date and Time of the Incident: If applicable, provide the exact date and time when the issue occurred.
• Transaction Details: Include any relevant transaction IDs, amounts involved, cryptocurrency used, and wallet addresses if the complaint relates to a specific transaction.
• Preferred Contact Method: Specify whether you prefer to be contacted via email or telephone for follow-up.

2. Acknowledgment of Receipt

Upon receiving your complaint, Rothbard.eu will acknowledge receipt within two business days. This acknowledgment will confirm that your complaint has been recorded and will provide an estimated timeframe for its resolution.

3. Investigation and Handling of the Complaint

Your complaint will be carefully investigated by our customer support team. The investigation process may include:

• Review of Transaction Records: Examination of transaction logs, including blockchain records, to verify the details of your complaint.
• Consultation of Internal Data: Review of video recordings, timestamps, and communication records related to the issue.
• Request for Additional Information: If necessary, we may contact you for further details to fully understand the issue.

4. Response to the Complaint

Rothbard.eu aims to resolve all complaints within 14 business days of receipt. If the investigation requires more time due to complexity, we will inform you of the delay and provide a new estimated timeframe for resolution.

Our response to your complaint will include:

• Findings: A summary of the investigation and conclusions reached regarding your complaint.
• Resolution: Details of any actions taken to address the issue or the resolution offered to you.
• Next Steps: Information on any further actions you may need to take, if applicable.

5. Escalation and Further Actions

If you are not satisfied with the resolution provided, you have the right to escalate the complaint. You may request a review by senior management or, if necessary, escalate the matter to relevant regulatory authorities or consumer protection agencies, as applicable under the law.

• Arbitration: As outlined in our Terms of Use, you may be required to submit claims to binding and final arbitration. The process and limitations of arbitration are described in our Terms of Use.
• Regulatory Authorities: Depending on your jurisdiction, you may have the option to bring your complaint to local regulatory bodies that oversee financial services or consumer protection.

6. Confidentiality

All information provided in connection with a complaint will be treated as confidential and used solely for the purpose of investigating and resolving the complaint. Only authorized personnel involved in the complaint resolution process will have access to your information.

7. Record Keeping

Rothbard.eu will maintain a record of all complaints, including details of the investigation, correspondence, and resolution, for a minimum of 10 years. This record helps us improve our services and ensures compliance with legal and regulatory obligations.

8. Reference to Terms of Use

Please note that by using our Bitcoin ATMs, you agree to the Terms of Use, which include provisions that may affect how your complaint is resolved. These Terms of Use contain important information regarding your rights, remedies, and obligations, including the requirement to arbitrate certain disputes and limitations on liability.

9. Continuous Improvement

Rothbard.eu is committed to continuously improving our services and complaint handling procedures. We regularly review feedback and complaints to identify areas where we can enhance our customer experience and service offerings.

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