Complaints Process

Complaints Process

Version: 3.1

Last Updated: 14 November 2025

In the event that you wish to express dissatisfaction or displeasure regarding a product or service offered by Zillion Bits Ltd (“ZBX”), we invite you to lodge a complaint by contacting ZBX in a form and manner as described below (a “Complaint”).

Each Complaint will be investigated impartially and on its own merits and shall also be logged in the Complaints Register of ZBX. Feedback is taken seriously and seen as an opportunity for improvement. ZBX considers your right to voice a complaint and to have such a complaint investigated without any adverse effect as a fundamental principle for good governance and the delivery of products and/or services of the highest order.

ZBX will only review Complaints submitted within 2 years from the occurrence of a transaction or other event that forms the subject of the Complaint. 

Customer Complaints shall be filed and handled free of charge unless they are “manifestly unfounded or excessive”, in which case ZBX will either charge a reasonable fee or refuse to action the complaint.

1. Who may lodge a Complaint?

You or your authorised representative(s), being dissatisfied with ZBX’s services, for any reason, may submit a Complaint.

Confidentiality will be maintained at all times when dealing with complaints, however, ZBX will not act upon anonymous complaints.

2. How may you lodge a Complaint with ZBX?

2.1. Customer Support Department

If you have a query or are dissatisfied with any product or service provided by ZBX, you should contact the Customer Support Department via email at [e-mail].

The Customer Support Department will acknowledge receipt of any complaint in writing, typically within 24 hours. In the event that a complaint is received orally, ZBX will summarise the complaint in writing and ask you to confirm this summary in writing.

The Customer Support Department will determine if the query may be resolved immediately or, alternatively, requires further investigation. If a query cannot be resolved immediately, ZBX will aim to resolve the query in a prompt and efficient manner, typically within five working days.

If you are not satisfied with the response, the Customer Support Department will escalate the case to ZBX’s senior operational management. The senior management will review the case and provide its written response within five working days or a similar reasonable time period. 

If you are still not satisfied with the response, you will be directed to file an official complaint with the Compliance Department (the “Official Complaint”) following the process indicated below.

2.2. Filing an Official Complaint with the Compliance Department

An Official Complaint is to be filed by you or your legal representative (if applicable) with the Compliance Department:

a) via email at [e-mail] with a copy to [e-mail] indicating “Official Complaint” in the subject field of the email, or 

b) by regular mail at the ZBX’s address:

Zillion Bits Ltd, 

Central Business District, Level 1,

Central Business Gateway,

Triq is-Salib tal-Imriehel, 

Birkirkara, Malta

The Official Complaint may be filed in English or:

a) in the official languages of other EU Member States where ZBX provides its services; or

b) in other languages used by ZBX to market its services or to communicate with clients.

The Official Complaint may be submitted utilizing the Official Complaint form that will be provided to you by the Compliance Department or in a free form if it contains the same information.

The Official Complaint must include: 

a) the personal data and contact information of you and your legal representative (if applicable);

b) information about the substance of the Official Complaint;

c) the resolution being requested; 

d) a copy of the power of attorney (if applicable); 

e) a copy of the contractual documents for the assets to which the Official Complaint relates; and

f) any documentation supporting the Official Complaint. 

If sent by email, any Official Complaint addressed to the Compliance Department must be sent from the e-mail address you used upon account registration with ZBX. If applicable, you must provide a copy of the power of attorney and contact information of the appointed legal representative.

2.3 Admitting the Official Complaint

The Compliance Department shall confirm receipt of the Official Complaint in writing within 48 hours informing you about whether the Official Complaint is admissible. 

In case the Official Complaint is deemed admissible, this confirmation will further include:

a) an indication that the Official Complaint will be reviewed by the Compliance Department and that you can address further queries to the Compliance Department via email at [e-mail];

b) the date of receipt of the Official Complaint;

c) an indication that the Compliance Department will investigate the Official Complaint and provide a response within not more than fifteen (15) working days;

d) where an electronic complaint form is filed, a copy of the Official Complaint filed by you;

e) any further details, evidence or information that is necessary for ZBX to investigate and resolve the Official Complaint; and

f) a full description of ZBX’s complaints handling process.

Where the Official Complaint does not fulfil the conditions of admissibility, the Compliance Department shall provide a clear explanation of the reasons for rejecting the complaint as inadmissible.

2.4 Investigation of Official Complaints

Upon receipt of an admissible Official Complaint, the Compliance Department shall, without undue delay after acknowledging receipt of the Official Complaint, assess whether the Official Complaint is clear, complete and contains all relevant information. Where it is concluded that the Official Complaint is unclear or incomplete, it shall request from you any necessary additional information.

The Compliance Department shall seek to gather and examine all relevant information regarding the Official Complaint. It shall not require from you information that is already in ZBX’s possession or that should be in ZBX’s possession.

The Compliance Department shall keep you duly informed about any additional steps taken to handle the Official Complaint. It shall also reply to reasonable information requests made by you without any undue delay.

2.5 Decisions on Official Complaints

In its decision on the Official Complaint, the Compliance Department shall address all points raised in the Official Complaint and shall state the reasons for the outcome of the investigation. 

The decision shall be consistent with any previous decisions taken by ZBX in respect of similar Official Complaints unless the Compliance Department is able to justify why a different conclusion is drawn.

The Compliance Department shall communicate its decision on the Official Complaint within no later than 15 (fifteen) working days from when the Official Complaint was received by ZBX.

Where, in exceptional situations, the decision on the Official Complaint cannot be provided within fifteen working days, the Compliance Department shall, without undue delay:

a) inform you about the reasons for the delay;

b) indicate the date when the investigation will be completed and the decision will be provided; and

c) keep you informed about the progress and further handling of the Official Complaint, as appropriate.

In communicating its final decision in relation to the Official Complaint to you, the Compliance Department shall:

a) include a description of the Official Complaint and the outcome of the ZBX’s investigation;

b) set out the ZBX’s final view on the issues raised in the Official Complaint; and

c) include details of any redress at your disposal, if applicable.

3. The Office of the Arbiter for Financial Services

Where the ZBX’s decision does not satisfy your demand or only partly satisfies it, the Compliance Department shall:

a) clearly set out the reasoning and provide information on available remedies; and

b) inform you that you have a right to complain to the Office of the Arbiter for Financial Services of Malta via the following contact details:

Office of the Arbiter for Financial Services

N/S in Regional Road
Msida MSD 1920
Malta

www.financialarbiter.org.mt

Contact numbers: 80072366 / [phone]

Please note that the Office of the Arbiter of Financial Services does not normally accept complaints unless you have first submitted a written Official Complaint to ZBX and are either dissatisfied with the response or haven’t received a response within the prescribed time period.

4. Contact Us

If you have any questions or comments about this process, please contact ZBX via email at [e-mail].

5. Official Complaint Form

Download here: