Complaints Form

Important Information

FalconX Limited (the ‘Company’ or ‘we’) is providing this form in order to facilitate the filing of a complaint. The use of this form is not compulsory and complaints may be made by other means. However, the Company would need the necessary information to identify the complainant and to deal with the complaint, as requested in this form. 

It is important that you provide us with complete and correct information. We will provide you with an acknowledgement within 5 business days of receiving your complaint. We may contact you for further information or clarification regarding your complaint.

This form must be completed and signed by the person making the complaint (the ‘complainant’ or ‘you’) or by a legal representative  duly authorised to act on the complainant’s behalf. If someone files a complaint on your behalf, we may ask for the necessary documents to show that the person doing so is duly authorised to represent you. 

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The information marked with (*) is mandatory; if the information required is not provided or is incorrect, the Company may not be able to handle the complaint properly.

Kindly send the completed form signed and dated, by e-mail or mail, to:

Email: maltacompliance@falconx.io

Mail: Attn: Malta Compliance; FalconX Limited, Level G (Office 1/1191), Quantum House, 75, Abate Rigord Street, Ta’Xbiex XBX 1120, Malta

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For the purpose of the Company’s complaints handling procedure, a distinction is made between complaints and queries. You may lodge a complaint if you are dissatisfied or displeased with a service or product provided by the Company. This form is intended to be used for complaints and not for queries. If you have a query or require information or clarification about a particular product or service, kindly contact your Account Manager or the Manager of the relevant Department at the Company. 

If you have a query specifically related to privacy or data protection or you wish to submit a request to exercise your rights as a data subject under data protection legislation, please contact us by e-mail to: maltacompliance@falconx.io (The subject of the e-mail must start with ‘Data Protection:’); or by mail to: Attn: Malta Compliance; FalconX Limited, Level G (Office 1/1191), Quantum House, 75, Abate Rigord Street, Ta’Xbiex XBX 1120, Malta.

OR

This part must be completed if the Complainant is an individual

Identification of the Complainant - Individual

Account Holder(s)

If the complaint is submitted by a person acting on behalf of the complainant (the ‘representative’), the details of the representative should be included below. The complaint should be submitted together with a copy of the power of attorney or other appropriate document authorising the representative to act on the complainant’s behalf. 

Details of the Complainant’s representative

We will generally communicate via e-mail. By signing and submitting this form you authorise us to contact you and communicate with you on the e-mail address, mail address and, or number(s) given below for the purpose of handling your complaint. 

Service or activity complained about

Details of the Complainant (provide sufficient information to describe your complaint)

Please provide any documentation to support the facts mentioned above as appropriate for the investigation of the complaint.

Documentation Provided please list the documentation provided below

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Privacy Notice

The Company is committed to processing personal data in the handling of complaints in accordance with its obligations under the General Data Protection Regulation (Regulation (EU) 2016/679; “GDPR”) and the Data Protection Act (Chapter 586 of the Laws of Malta).

General information regarding data protection under the GDPR is provided within the Privacy Policy to Customers, available from our website. Additional information specifically related to personal information provided to the Company in filing and dealing with a complaint is given below.

Personal information provided in this form or otherwise in relation to the complainant or any individual representing the complainant, will be processed for the purpose of handling the complaint, dispute resolution and taking remedial action; analysis, research and statistics for the evaluation, development and improvement of the Company’s business model and strategy and, or the Company’s systems, products and services; reporting to regulator or supervisory authority and other competent authority; compliance with legal and regulatory obligations under applicable law; archiving; and instituting, defending and enforcing legal claims, administrative, arbitration or court proceedings.

The processing of personal data is based on one or more of the following legal bases: (i) to perform a contract, including the Company’s standard terms and conditions and other agreements which may be entered into for the provision of services or products by the Company, including the use of the Online Services; (ii) compliance with a legal or regulatory obligation to which the Company is subject; and, or (iii) legitimate interests pursued by the Company or by a third party (for example, the protection and management of the business and financial interests, reputation and risk exposures of the Company and of third parties involved in the relevant services and activities).

Personal data related to the complainant or any individual representing the complainant will be treated as confidential, but may be disclosed or accessible to third parties, such as professional advisors, delegates, agents, IT and software suppliers and other service providers of the Company (and their subcontractors), referrers of business, financial institutions, intermediaries and other third parties involved in the transaction, service or activity; regulatory or supervisory authorities, courts, arbitrators, administrative bodies and law enforcement agencies.

You have the right to request access to your personal data as well as the right to request rectification or, where applicable, erasure of any inaccurate, incomplete or immaterial personal data; to request restriction of processing, to object to processing and to request data portability for the data held by the Company.

If you consider that the processing of your personal data is carried out in an unlawful manner, you may lodge a complaint with the Information and Data Protection Commissioner.

The retention period of the personal data provided in this form is 5 years.

Please complete and sign the box below.

Complainant’s / Legal Representative’s confirmation*

The undersigned hereby confirms that to the best of his / her knowledge, the information furnished in this form is true, accurate, correct and complete. 
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FalconX Limited is a single member private exempt limited liability company established under the laws of Malta, and registered with the Malta Business Registry on 22 October 2018, with company registration number C88950 and registered address situated at Level G (Office 1/1191), Quantum House, 75, Abate Rigord Street, Ta’Xbiex XBX 1120, Malta. FalconX Limited is duly authorised as a crypto-asset service provider by the Malta Financial Services Authority (the ‘MFSA’) to provide the following crypto-asset services: 1) Custodian or Nominee Services, 2) Dealing on Own Account, 3) Execution of Orders on behalf of other persons, and 4) Transfer Services. 

For company use only

The undersigned hereby confirms that to the best of his / her knowledge, the information furnished in this form is true, accurate, correct and complete. 
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