Complaints Procedure

A complaint is any expression of dissatisfaction, however made, about this website, our communications, the handling of your personal data, or products and services provided under the ORBITRA ONE™ brand.

Product agreements may add rules for complaints about a particular product; where they do, those rules apply alongside this procedure. Security vulnerabilities should be reported through responsible disclosure and privacy requests sent to hello@orbitraone.com, but you can use this procedure if you are unhappy with how either was handled.

• through the contact form, stating that your message is a complaint;
• by email to hello@orbitraone.com.

Making a complaint is free of charge. You can write in any language offered on this website, and someone you authorize, such as a relative or an adviser, can complain on your behalf.

• your name, contact details and any account or reference number;
• a clear description of the issue, with dates, times and the product, page or transaction concerned;
• any steps you have already taken to resolve the issue with us;
• the outcome you are seeking;
• copies or screenshots of relevant messages, records or receipts.

Do not include passwords, private keys, seed phrases or full card numbers; we will never ask for them. If someone complains on your behalf, we need your authorization before discussing your information with them.

We acknowledge each complaint promptly, give it a reference and tell you who is handling it and what happens next. If we can resolve your complaint fully when you first contact us, we confirm the resolution in writing.

Your complaint is investigated fairly and impartially by someone who was not involved in the matter. They examine the relevant records — which may include execution evidence, action receipts, communications and system logs — and may ask you for more information.

We keep you informed of progress. If the investigation is taking longer than expected, we tell you why and when you can expect our answer.

You receive a written final response that sets out our findings, our decision and the reasons for it. Where we got something wrong, it explains how we will put it right — for example by correcting a record, refunding a fee or offering other redress where appropriate — and what we are changing to prevent a recurrence.

Where law or regulation sets a time limit for our response, we respond within it. The final response also explains your escalation options.

If you are not satisfied with the outcome, you can ask for an internal review by replying to the final response. A senior member of staff who was not involved in the original decision reviews both the complaint and how it was handled, and gives you a written decision.

If you remain dissatisfied after internal review — or earlier, where the law allows — you may be able to refer the complaint to an external dispute-resolution body, ombudsman or regulator. Whether such a body is available depends on where you live and the product concerned. Our final response identifies any external body that applies to you.

Complaints about the handling of personal data can also be made to a data-protection supervisory authority, as explained in the privacy policy.

We keep a record of each complaint, the investigation, our response and any remedy for the periods required by law and set out in our retention schedule. Complaint records are analyzed to identify recurring issues and improve our products and processes.

The procedure is designed to be easy to use. We write in plain language, accept complaints through several channels and make reasonable adjustments for people with disabilities or other needs, such as alternative formats or additional time to respond. Making a complaint will not affect how we treat you, and it does not affect your legal rights.