Complaints Policy

The current statement aims to display the rules applicable in the event of complaints from third-parties (clients, prospects, etc.), in accordance with Article 71, “Complaint Handling Procedures,” of Regulation (EU) 2023/ of the European Parliament and of the Council of 31 May 2023 on Markets in Crypto-Assets (the “MiCA” Regulation). 

A complaint is defined as “the expression of dissatisfaction towards a professional, regardless of the interlocutor or the service to which it is addressed.” Therefore, simple requests for information, opinions, clarifications, expressions of need, feedback, and various inquiries that fall under “simple” business negotiations are excluded. The expression of this dissatisfaction can be written or oral, established through digital means or on paper, and includes an explicit or implicit request for action from the concerned organization.

You may file a complaint free of charge by filing our template for the submission of complaints available here. Any complaints from a client of APLO can be submitted via an Account Manager of APLO or can also be submitted : 

  • either by email to: complaints@aplo.io
  • or in written at the address : APLO SAS – 15 rue des Halles, 75001 Paris, FRANCE 

Submitting a complaint is free of charge; however, any costs associated with postal services shall be the responsibility of the submitter.

The response time may vary, depending on the complexity and nature of your complaint. The complaint handling process may take up to two (2) months as of receipt of all information necessary to process your complaint. In exceptional circumstances, although we will make our best endeavour to handle your complaint as soon as possible and without undue delay, we may need to extend the two-months deadline—in which case we will inform you of the reasons for the delay and the expected date by which a decision will be delivered.

 

In all cases, we will promptly inform you whether your complaint is admissible or not upon receipt, and in the latter case, communicate the reasons for the inadmissibility. To ensure prompt and timely investigation of your complaint, please make sure that your complaint is clear, complete and contains all relevant information necessary for us to handle it. Upon acknowledgement of receipt of the complaint, you will also receive the contact details of the person or department to be contacted for any queries related to the complaint, as well as an indicative timeframe for a response.

 

When, as part of the complaint handling procedure, we need to process your personal data within the meaning of Regulation 2016/679 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (the “GDPR”), the rights and obligations set out in our Privacy Policy apply to all processing operations.