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Customer Complaints Policy
At Januar ApS, we view your feedback and complaints as an opportunity to enhance our services and ensure we meet your needs. This policy is designed to guide you through the process of making a complaint, how we handle it, and your options if you are not satisfied with our response.
How to Submit a Complaint. You can submit a complaint to us through any of the following means:
- Email: Direct your complaint to complaints@januar.com.
- MiCA-Compliant Template: Complaints can also be submitted using the MiCA-compliant template, which is available for download below and must be sent to complaints@januar.com once it has been filled out.
Download the MiCA-compliant template pdf here.
Inquiries About Submitted Complaints
If you have already submitted a complaint and would like to inquire about its status, you can contact us through the following channels:
- Email: Send your inquiry to complaints@januar.com.
- Phone: You can reach us at +4561105575.
Complaints may only be submitted in English.
Please include as much detail as possible to help us understand and address your concerns quickly.
Complaint Handling Process
- Acknowledgment of Receipt: We will acknowledge your complaint within three working days.
- Investigation: Your complaint will be thoroughly investigated by our team to ensure a fair outcome. We will keep you updated on the progress of our investigation.
- Resolution: We will resolve all complaints within two months from receipt. If it takes longer due to the complexity of the issue, we will keep you informed of the expected timeline and next steps. If delays occur, we will notify you with an updated timeframe for resolution.
All communication will be made in the language in which the complaint was filed. Communication will be provided in writing by electronic means (e.g., email), and if requested by the complainant, we will also provide the communication by post.
Escalation Process. If you are not satisfied with the initial resolution of your complaint, you can request an escalation. This will involve a review by a more senior member of our staff or, ultimately, our Chief Risk & Compliance Officer (CRCO).
Additional Assistance. Should you feel that your complaint has not been resolved to your satisfaction, you have the right to refer the matter to the relevant financial supervisory authority or regulatory body. We will provide you with all necessary information to pursue this avenue.
Commitment to Transparency. Januar ApS is committed to handling all complaints with fairness and transparency. We strive to ensure that all concerns are addressed promptly and respectfully.
Keeping Records. We maintain a comprehensive record of all complaints, their investigation, and resolution. These records help us to continually improve our services and are available to regulatory authorities upon request. All records are retained for a minimum of five years.
Review and Improvement. Our Complaints Handling Policy is reviewed annually to ensure it meets our commitment to customer satisfaction and compliance with regulatory standards.
Annual reporting on complaints handling will be submitted to our management body, and ad-hoc reports will be provided when significant issues are identified.
Contact Us For further information about our complaints policy or any other inquiries, please do not hesitate to contact us at complaints@januar.com.
Januar ApS is dedicated to providing you with high-quality customer service and ensuring that your concerns are addressed efficiently and effectively.