Last updated on September 1, 2025
1. INTRODUCTION
Burvix sp. z o.o., company incorporated under number 0001131882, having its registered address at ul. Żurawia 43, lok. 8a, 00-680 Warszawa, Republic of Poland (hereinafter – “Company”, “We”, “Our”, “Us”) adopted this Complaint Handling Policy (hereinafter – “Policy”), which sets out a clear and timely process for receiving and resolving Our clients (hereinafter – “Clients”) complaints.
Submitting and handling complaints is free of charge.
2. OFFICIAL SUBMISSION CHANNELS
We accept complaints through two official channels:
- online contact form – available on Our website; or
- support@burvix.io – using template.
Incomplete complaints may require additional clarification before processing.
The Company accepts complaints in English and Polish (and any other languages We publicly use to communicate with Clients or market Our services). We will communicate in the language used in your complaint (provided it is among the languages listed above).
3. MINIMUM INFORMATION TO SUBMIT A COMPLAINT
To help us register and assess your complaint quickly, please provide the following information (the same fields apply to the online contact form and to email submissions):
- full name / company name;
- email;
- phone;
- service involved- e.g., OTC trading, Burvix Traders Bot, other;
- date of incident;
- title – a short name of the issue (e.g., “Delay in order execution”);
- description – describe the facts in chronological order, including relevant details (dates/times, order or transaction IDs, amounts/currencies if applicable, prior contacts with support) and what resolution you are seeking.
Attachments are optional; if helpful, you may include readable PDF/JPEG files (e.g., screenshots, confirmations).
4. ACKNOWLEDGEMENT AND REGISTRATION
Each complaint is registered in Our internal database and assigned a unique number.
After submitting via the online form, you will see on-screen: “Complaint No. XXXXX has been received for review.”
A copy of your complaint and the complaint number will also be sent to your email address. For complaints submitted by email, We will send an email acknowledgement including a copy of your complaint.
We acknowledge receipt without undue delay, but no later than within two (2) working days, and inform you whether the complaint is admissible, confirming the date of receipt, the contact person/unit (including email), and the indicative timelines.
5. REVIEW PROCESS AND TIMELINES
We start Our review promptly after acknowledging receipt.
If needed, We will request clarifications or supporting information. The complainant must provide the relevant information no later than three (3) working days or within another timeframe specified in the request. We will not require from the complainant information We already possess. If the complainant has not eliminated the shortcomings of the complaint within the established time limit, the complaint shall be deemed not filed and shall be rejected as inadmissible.
We aim to respond as soon as reasonably possible and no later than two (2) months from the date We receive your complaint. If, in exceptional circumstances, more time is required, We will explain why and indicate the expected response date.
We respond in writing by email to the address from which the complaint was submitted (or via another channel upon your request). The response will address your points and provide Our reasons.
If We do not fully uphold your complaint, We will explain further steps available to you (e.g., alternative dispute resolution or court).
6. RECORD-KEEPING AND QUALITY IMPROVEMENT
We keep an electronic secure register of complaints and regularly analyse metrics (e.g., counts, average time to acknowledge/investigate/respond, themes, outcomes) to identify and address root causes and improve Our services.
To ensure effective management, the Company retains records of all complaints, their outcomes, and any corrective actions taken for a period of five (5) years, calculated from January 1st of the year following the final resolution or closure of the business relationship to which the documentation pertains.
All complaint-handling procedures are documented and stored in compliance with applicable legal and regulatory requirements.
7. GOVERNANCE AND TRAINING
This Policy is endorsed by Our management body. Adequate resources are dedicated to complaints handling, and relevant employees receive appropriate training.