Complaints Policy

  1. Introduction:

This Complaint Policy outlines the procedures and processes that our Company (Stormbenda UAB), operating GenesisXchange follows to address and resolve complaints from our users. We are committed to providing a transparent and efficient system for addressing user concerns and complaints in a timely manner.

  1. Purpose:

The purpose of this policy is to establish a clear framework for users to submit complaints, ensure their complaints are addressed promptly, and maintain a high standard of customer service.

  1. Complaint Submission:

Users may submit complaints through the following channels:


  1. Complaint Handling Process:

Step 1: Receipt of Complaint

Upon receiving a complaint, our Customer Support team will acknowledge the receipt of the complaint via email.

Step 2: Investigation

Our team will thoroughly investigate the complaint, reviewing relevant information and records.

Step 3: Resolution

We will strive to resolve the complaint as swiftly as possible. Depending on the nature of the complaint, resolution may involve actions such as:

  • Correction of errors, if applicable.
  • Compensation or reimbursement, where warranted.
  • Explanation and clarification of issues raised.

Step 4: Communication

We will provide the user with a written response detailing the findings of our investigation and the actions taken to address the complaint.

Step 5: Escalation

If the user is not satisfied with the initial resolution, they may request an escalation. The complaint will be reviewed by a higher authority or management.

Step 6: Final Response

We will provide the user with a final response, which will include any additional steps taken as a result of the escalation.

  1. Timeframes:

We are committed to addressing complaints promptly and efficiently. We aim to provide an initial response within 14 business days of receiving the complaint. If further investigation is required, we will keep the user informed of the progress and provide a resolution within 20 business days of the initial response.

  1. Recording and Reporting:

We maintain records of all complaints received, investigated, and resolved, including the actions taken to address them. This information is used for continuous improvement and monitoring of our complaint handling process.

  1. Confidentiality:

All complaints and personal information shared during the complaint process will be treated with strict confidentiality in accordance with our Privacy Policy.

  1. Feedback and Improvement:

We value user feedback on our complaint handling process. Users are encouraged to provide feedback on their experience with our complaint resolution procedures, which will be used to enhance the overall quality of our services.

  1. Contact Information:

For any questions or concerns related to this Complaint Policy, users can contact us at:



  1. Review and Updates:

This Complaint Policy will be reviewed periodically to ensure its effectiveness and relevance. Any updates or revisions will be communicated to users through our official communication channels.


Last updated: January 2024

Approved by Director

Costas Makrides