# Complaints Policy

001K Bot is committed to providing its Users with reliable, transparent, and professional Services and to addressing concerns fairly and in a timely manner.

This Complaints Policy (the **"Policy"**) sets out how Users may raise concerns or complaints regarding the Platform or Services and, where a matter is not resolved through Customer Support, request its **formal escalation to Senior Management for review**.

## 1. Scope

This Policy applies to concerns and complaints relating to the Platform or Services, including, where applicable:

- transactions, deposits, withdrawals, swaps, or other operations;
- fees or charges;
- account access, restrictions, or functionality;
- KYC and verification procedures;
- Customer Support and the handling of User requests;
- application of the Company's policies and procedures; and
- other matters relating to a User's use of the Platform or Services.

A general question, request for information, technical issue, or request for assistance will normally be handled by Customer Support and will **not be considered a formal complaint**.

A matter becomes a formal complaint under this Policy where the User is dissatisfied with the response or resolution provided by Customer Support and **requests that the matter be escalated to Senior Management for further review**.

## 2. Contacting Customer Support

Users should contact Customer Support in the first instance regarding any question, concern, or issue relating to the Platform or Services.

Customer Support is available through the following official communication channels:

- the official 001K Bot Support on Telegram: **@bot001k\_support**; and
- the official Customer Complaints email address: **complaints@001k.bot**

***The above Telegram account and email address are the sole official points of contact for submitting and handling complaints and requests for escalation under this Policy. Complaints or escalation requests submitted through any other communication channels will not be considered or processed under this Policy.***

Customer Support will make reasonable efforts to review the matter, provide relevant information or assistance, and resolve the issue where possible.

To enable an effective review, the User should provide sufficient information regarding the matter, including, where applicable:

- the User's account identifier;
- a clear description of the issue;
- relevant transaction hashes, dates, amounts, or other transaction details;
- relevant previous correspondence; and
- any supporting documents or information.

The Company may request additional information, documentation, or verification where reasonably necessary to review the matter.

## 3. How to Escalate a Complaint

If a User is dissatisfied with the response or resolution provided by Customer Support, the User may request that the matter be **formally escalated to Senior Management for further review**.

The User should clearly indicate that they wish to **escalate the matter to Senior Management** and provide:

- a brief description of the issue and the reason for requesting escalation;
- details of the previous communication with Customer Support;
- the resolution sought, where applicable; and
- any additional information or supporting documents relevant to the complaint.

No specific form or wording is required to request an escalation. Where it is reasonably clear that the User wishes to have an unresolved matter reviewed by Senior Management, the request will be treated as a formal complaint under this Policy.

For matters involving account-specific, personal, transactional, or other confidential information, the Company may require the request to be submitted through a **verified communication channel associated with the User's account** or may request additional verification before proceeding with the escalation.

Upon receipt of an escalation request, the matter will be registered as a formal complaint and referred to an appropriate member of Senior Management for review.

## 4. Senior Management Review

Formal complaints escalated under this Policy will be reviewed by an appropriate member of Senior Management or another senior person duly authorised by the Company.

Where reasonably practicable, the person conducting the review will not have been directly responsible for the original decision or handling of the matter giving rise to the complaint.

As part of the review, Senior Management may:

- review the complaint, supporting information, and previous communications with the User;
- review relevant account, transaction, and operational records;
- obtain information or clarification from Customer Support, Compliance, Legal, Security, technical, or other relevant internal functions;
- request additional information, documentation, or clarification from the User where reasonably necessary; and
- assess the matter taking into account the Company's [Terms of Use](https://001k.bot/policies/terms), applicable policies and procedures, and relevant legal, regulatory, compliance, and contractual requirements.

The review will consider whether the matter was handled appropriately and whether any further action, clarification, or remediation is required.

Where the complaint concerns a matter requiring specialist assessment, Senior Management may refer the relevant aspects of the complaint to the appropriate internal function for review.

## 5. Response and Outcome

The Company aims to acknowledge the escalation of a formal complaint within **5 business days** and to provide a substantive response within **30 business days** after receiving all information reasonably necessary to review the matter.

Where additional information or documentation is required from the User, the review may be placed on hold until the requested information is received.

Certain complaints may require additional time due to their complexity, the involvement of third parties, technical investigation, Compliance or Legal review, or other circumstances outside the Company's reasonable control. Where additional time is required, the Company will inform the User accordingly.

Following completion of the review, the Company will communicate the outcome to the User through an appropriate official communication channel.

Depending on the circumstances, the outcome may include:

- confirmation of the original decision or action;
- additional explanation or clarification;
- reconsideration or amendment of a previous decision;
- correction of an operational or technical error;
- appropriate remedial or corrective action; or
- confirmation that no further action is required.

The outcome of the Senior Management review will constitute the Company's **final internal response to the complaint**, unless the Company determines that further review is appropriate.

Submission or escalation of a complaint does not guarantee that the original decision or action will be changed.

## 6. Compliance, AML/CTF, Sanctions and Security Matters

Nothing in this Policy limits, suspends, or overrides the Company's obligations or measures taken in connection with applicable AML/CTF, sanctions, fraud prevention, security, legal, regulatory, or risk-management requirements.

Where a complaint concerns an account restriction, transaction hold, request for additional information or documentation, KYC or Enhanced Due Diligence measures, sanctions-related measures, fraud prevention controls, security measures, or other compliance-related actions, the review will take into account the Company's applicable legal, regulatory, and compliance obligations.

**Submission or escalation of a complaint does not suspend or reverse any account restriction, transaction hold, verification requirement, request for information, security measure, or other compliance-related action unless expressly determined otherwise by the Company following review.**

The complaints and escalation procedure may not be used to circumvent KYC, AML/CTF, sanctions, fraud prevention, security, or other applicable compliance requirements.

The Company may be unable to provide certain information regarding a decision, review, internal assessment, monitoring activity, or compliance measure where disclosure is restricted or considered inappropriate due to applicable law, regulatory requirements, confidentiality obligations, security considerations, financial crime prevention requirements, or the need to protect the integrity of the Company's internal controls.

## 7. Fair Treatment and Misuse of the Complaints Procedure

Users will not be subject to adverse treatment solely because they submit a complaint or request escalation in good faith.

Complaints will be considered objectively and on the basis of the information reasonably available to the Company.

The Company reserves the right to decline to consider, restrict, or close a complaint where the submission:

- is abusive, threatening, fraudulent, or made in bad faith;
- is manifestly unfounded;
- substantially repeats a matter that has already been reviewed and does not contain material new information;
- is submitted through channels other than those specified in Section 2; or
- constitutes or attempts to facilitate misuse of the complaints procedure.

Nothing in this Section prevents the Company from taking appropriate action where communications contain threats, fraud, abuse, or other unlawful conduct.

## 8. Record Keeping and Continuous Improvement

The Company will maintain appropriate internal records of formal complaints and management escalations, including, where appropriate, the nature of the complaint, relevant review, outcome, and any material corrective or remedial actions taken.

Information obtained through the complaints process may be used to identify recurring issues, improve the Platform and Services, strengthen internal controls and procedures, and improve the quality of Customer Support.

Personal Data processed in connection with a complaint will be handled in accordance with the Company's [Privacy Policy](https://001k.bot/policies/privacy) and applicable data protection requirements.

## 9. Changes to this Policy

The Company may amend this Policy from time to time to reflect changes to the Platform, Services, internal procedures, or applicable legal and regulatory requirements.

The current version of this Policy will be published on the 001K Bot website together with the date of the latest update.