Release date: 30.05.2025
Last update: 30.05.2025
Complaints resolution Policy
This policy outlines the process for submitting, handling, and resolving complaints related to the services provided by Skailenga UAB (“Skailenga”), in compliance with the Markets in Crypto-Assets Regulation (MiCA), Digital Operational Resilience Act (DORA), and the applicable laws of the Republic of Lithuania.
If a User believes that their rights or legitimate interests have been infringed by Skailenga in connection with its services, the User has the right to submit a complaint. Email address: [email protected] Submission deadline: Complaints must be submitted no later than three (3) months from the date the User became aware, or ought to have become aware, of the issue.
To facilitate a timely resolution, the complaint should
include the following:
User’s full name and contact details
Clear description of the problem
Date of the incident or issue
Relevant documentation or evidence (e.g., transaction IDs, screenshots,
correspondence)
Skailenga will acknowledge receipt of the complaint without undue delay. A formal response will be provided within fourteen (14) calendar days of receipt. If a full response cannot be provided within this timeframe, the User will be informed of the delay and the final response will be issued no later than thirty-five (35) calendar days from the date of the initial complaint.
Consumer Complaints
If the User is not satisfied with Skailenga’s resolution or
if the complaint is rejected, the User may escalate the
complaint to the State Consumer Rights Protection Authority
of the Republic of Lithuania:
Website: https://www.lb.lt
Email: [email protected]
Phone: +370 5 268 0029
Applicable complaints include, but are not limited to:
- Misleading or incomplete information in whitepapers
- Improper execution or refusal of crypto-asset transactions
- Prolonged ICT-related disruptions (as defined under DORA)
- Deficient incident communication or resilience measures
Recordkeeping and Reporting
Skailenga maintains internal records of all complaints
received, including actions taken and resolutions provided,
for a minimum of five (5) years, in accordance with
applicable regulatory obligations.
All complaints and responses are reviewed periodically as part
of Skailenga’s ongoing commitment to compliance, transparency,
and service improvement.