Complaints Handling Policy

Last updated: July 1, 2025

1. Introduction

At Veli UAB (“Veli”, “we”, or “the Company”), we are committed to providing high-quality services and maintaining transparent, fair, and respectful relationships with all our clients.

While we strive for excellence, we recognize that sometimes clients may be dissatisfied.

This Complaints Handling Policy explains how you can raise a concern, how we will handle it, and what you can expect from us.

The policy complies with the Markets in Crypto-Assets Regulation (EU 2023/1114) (“MiCA”) and Lithuanian regulatory standards.

It applies to all complaints submitted by current or prospective clients regarding Veli’s crypto-asset, advisory, or portfolio-management services.

2. Purpose and Scope

This policy ensures that:

  • All complaints are handled promptly, fairly, and transparently;
  • Clients have access to clear channels for submitting complaints;
  • Veli identifies and addresses systemic or recurring issues to improve its operations; and
  • Clients remain informed throughout the complaint process.

 

It applies to all verbal or written expressions of dissatisfaction with our services, including matters related to account setup, trading, advice, platform use, or service quality, whether such services are provided directly by Veli or through an approved third-party partner.

3. How to Submit a Complaint

You can submit a complaint to us at any time using one of the following channels:

  • Online: via the contact form at veli.io
  • Email: complaints@veli.io
  • In-app: through the “Help & Support” section of the Veli application

 

There are no fees for submitting or processing a complaint.

Please include your name, contact details, a clear description of the issue, and any supporting documentation (for example, screenshots or correspondence).

4. Acknowledgement and Response Timeframes

We will acknowledge your complaint within five business days of receipt.

We will begin investigating immediately and aim to provide a final response within 30 calendar days.

If exceptional circumstances prevent us from meeting this deadline, we will notify you of the delay, explain the reason, and give you a revised timeframe.

In any case, the final response will be issued within 60 calendar days from the date we receive your complaint.

5. How We Investigate Complaints

Every complaint is treated seriously and handled confidentially.

Our compliance team reviews each case objectively, gathering relevant information such as contracts, service records, and correspondence.

If the issue involves a third-party provider acting on our behalf, we coordinate directly with them to ensure a full and fair investigation.

Once our review is complete, we will send you a reasoned written response explaining:

  • The findings of our investigation;
  • Any corrective actions or redress offered; and
  • What further options are available if you remain dissatisfied (for example, contacting the Bank of Lithuania or pursuing other dispute-resolution channels).

 

We aim to resolve complaints fairly, consistently, and with respect for every client.

6. Complaints Involving Third-Party Service Providers

Some services may be provided through external, regulated partners (for instance, portfolio advisors or technology providers).

If your complaint involves such a partner:

  • We will inform you before sharing any details with the third party and request your consent;
  • We will ensure the partner handles the matter in line with this policy and applicable law; and
  • Veli will remain fully responsible for the final resolution and communication of the outcome to you.

7. Record-Keeping and Data Protection

All complaints are logged in a central Complaints Register, including details of the complainant, nature of the issue, actions taken, and final outcome.

Records are retained for at least eight years, in accordance with Lithuanian law and the General Data Protection Regulation (GDPR).

Personal data collected during the complaints process is used solely for investigating and resolving your case.