top of page

Complaints

Sigulda “We” are committed to addressing and resolving any issues or concerns you may have with our services. Below you will find important information regarding the conditions and process for submitting a complaint.

 

We take all complaints seriously and will ensure they are handled promptly and fairly.

​

1.     Complaints to The Company

 

To ensure your complaint is admissible, it must meet the following conditions:

​

  • The complaint must be filed by an individual directly affected by the issue.

  • It should contain all necessary information for us to fully understand and assess the issue.

  • The complaint must be filed within a reasonable timeframe after the issue occurs.

  • Complaints may be filed in English.

 

Information to Provide

 

To process your complaint effectively, please include the following details:

​

  • Your name and contact information

  • A description of the issue you are complaining about

  • The date and time the issue occurred

  • Any supporting documents or evidence related to the complaint
     

How and where to file a complaint
You may file your complaint using the template Complaints filing template. While the use of this template is optional, it is recommended for clarity and completeness.

​

Complaints can be filed in accordance with below:

Digitally:
- Customer Support team at support@sigulda.io

In paper form:
- ATT. SIGULDA. SPACES. PRAGUE, Spaces Smichoff, Plzenska 3350/18, PRAGUE, Czech Republic.

​

Our team is responsible for reviewing and resolving complaints in a timely and professional manner.

​

Please note that submitting and handling complaints is completely free of charge. There are no fees for this service.

​

Complaints are handled in accordance with PSD II guidelines, MiCA and the regulations established by the Financial Supervisory Authority.

​

Should you remain unsatisfied with our response, you can follow the steps outlined below.

​

2. If you are not satisfied with the way we have handled your complaint

​

As a consumer you also have the right to file a complaint with your Local Consumer Authority should you wish to have your case assessed by an independent third party. An assessment by these authorities is given free of charge to consumers. You can find the contact details below:

 

Czech Republic
The Czech National Bank. You may reach them through their website, https://www.cnb.cz/en/public/contacts/electronic-form/

 

European Commission
It is also possible for you to get in contact with the European Commission. They provide an online platform designed to settle disputes arising from cross border e-commerce transactions outside of traditional courts. It is possible to submit your case in any of the official languages of the European Union. You can find the contact details below: You can access their platform here.

bottom of page