Complaints

1. Introduction

Cambeon Global is the trading name of Cambeon Global S.A., a cryptocurrency brokerage incorporated in the Republic of Panama under registration No. 155791256, with its registered office at Calle 50, Plaza 2000, Floor 17, Panama City, Republic of Panama (“Cambeon”, “we”, “us”, or “our”).

We aim to provide a high standard of service to our clients, and we take any dissatisfaction seriously. This Complaints Policy explains how to raise a complaint with us and how we handle it. Complaints are handled by our compliance function, which is responsible for ensuring that each complaint is dealt with properly and that we address any issue that could recur. We may update this Complaints Policy from time to time; any updated version becomes effective when published on the Website.

2. Definition

We treat as a complaint any objection or expression of dissatisfaction that you have regarding the services we provide. It does not matter how the complaint is described; what matters is that you are telling us you are dissatisfied so that we can look into it.

3. How to Submit a Complaint

You can submit a complaint to our compliance function by email at legal@cambeon.com or by writing to us at Calle 50, Plaza 2000, Floor 17, Panama City, Republic of Panama.

To help us handle your complaint efficiently, please include the following information when you submit it:

  • your full name and, where relevant, the name of the organization on whose behalf you act;
  • your account or relationship reference, if you have one;
  • the type of complaint (see Section 5) and the service it concerns;
  • a clear description of what happened, including relevant dates;
  • any supporting documentation or evidence, such as correspondence with us; and
  • the resolution or outcome you are seeking.

Please also enclose any other documentation that may help us look into the matter. Our compliance function may ask you for further information or documents where they are needed to investigate and resolve the complaint.

4. Our Process and Timelines

When our compliance function receives your complaint, we send you a written acknowledgement within 5 business days.

We aim to provide a final response within 15 business days of receiving the complaint. If we are not yet in a position to resolve the matter within that period, we will send you a holding response in writing stating the reasons for the delay and an estimated time to resolve it.

Where a complaint is complex or its resolution depends on third parties involved in executing or settling your transactions, more time may be required; in that case we will keep you informed and in any event aim to provide a final response no later than 35 business days from the date you submitted the complaint. A business day is a day on which banks are open in Panama.

5. Types of Complaint

To help you describe the nature of your complaint and to help us route it correctly, complaints generally fall into the following categories:

  • Over-the-counter intermediation and settlement: the intermediation, pricing, spread, or settlement of a Fiat ⇄ USDT transaction;
  • DeFi product series: product series, allocations, returns, reinvestments, lock-up or redemption terms, or withdrawals relating to our DeFi service;
  • Payments, deposits, and withdrawals: the processing, timing, or settlement of fiat deposits or withdrawals;
  • Fees and charges: fees, spreads, or other charges applied to your activity;
  • Onboarding and compliance: onboarding, identity verification, KYC/KYB, or the due diligence applied to your relationship;
  • Quality or lack of information: the quality, accuracy, or availability of information provided to you; and
  • Other: any other matter not covered above (please specify).

6. Escalation

If you are not satisfied with our final response, you may ask our compliance function to escalate the matter internally, and it will be reviewed by a person more senior than the person who handled it. We will tell you the outcome of that review.

Internal escalation does not affect any remedies that may be available to you under applicable law. Nothing in this Policy limits or removes rights you may have under the laws that apply to you.

7. Records

We keep records of complaints and of the documentation and correspondence relating to them. We do not apply a single fixed retention period: these records are kept for at least the minimum period required by the laws that apply to us, after which they are deleted or anonymized.

8. Client Acknowledgement

By engaging with us, you acknowledge that you have read and understood this Complaints Policy. When you register as a client, you are required to confirm that you have read and agree to this Policy and our other policies; you cannot complete registration without doing so, and by completing registration you represent that you have read, understood, and accepted them.

9. Contact

For questions about this Complaints Policy, or to submit a complaint, you may contact us at legal@cambeon.com or at Calle 50, Plaza 2000, Floor 17, Panama City, Republic of Panama.

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