Complaints Procedure
At AllUnity, we are committed to delivering the highest standards of service, transparency, and trust. If you are dissatisfied with any aspect of our service, we want to hear from you. Your feedback is vital to ensuring our continued excellence and integrity.
How to Submit a Complaint
Many issues can be resolved quickly by our dedicated customer support team. Before submitting a formal complaint, please consider reaching out to them first via support@allunity.com.
If you prefer to submit a formal complaint directly, please do so using one of the following channels:
Email: complaints@allunity.com
Tel: +49 (0) 6934875407
Post
AllUnity GmbH
Compliance Department
Sandweg 94
60316, Frankfurt am Main, Germany
Information to Include
To help us resolve your issue efficiently, please include the following details:
- Your full name and contact information
- A clear and concise description of the issue including relevant dates and times
- Relevant transaction ID(s) or account reference
- Any supporting documents or communication
What Happens Next?
Complaints are documented, reviewed by AllUnity’s compliance officer and recorded in a complaints register. Each complaint is answered by e-mail in clear language. Receipt of a complaint is acknowledged by AllUnity without undue delay, the complainant is informed of the process and only sustainable commitments are made. Upon receiving your formal complaint, we will follow these steps:
- Review
Our dedicated complaints team will thoroughly investigate your complaint in a fair and objective manner. We may contact you for further information or clarification during this process. - Resolution
We will provide you with our final response within 15 business days of receiving your complaint. In exceptional circumstances, where we are unable to provide a final response within 15 business days, we will inform you of the reasons for the delay and indicate when we expect to be able to complete the investigation. The maximum timeframe for a final response is 35 business days. - Final Response: Our final response will clearly explain our findings, the decision reached, and the reasons for that decision. If we uphold your complaint, we’ll outline what actions we will take to resolve the issue. If the response is such that the demand of the complainant cannot be resolved in its entirety, the reasons are explained and alternative dispute resolution options are presented.
Still Unsatisfied?
If the complainant considers AllUnity’s response to the complaint not to be satisfactory, a complainant can also refer the complaint to BaFin under:
Federal Financial Supervisory Authority (BaFin)
Graurheindorfer Str. 108
53117 Bonn
Germany
www.bafin.de/ref/19642380
Our Commitment
AllUnity is fully committed to fair and transparent complaint resolution in accordance with applicable legal and regulatory frameworks under MiCAR and BaFin supervision. Your trust is essential to us, and we treat every concern with the utmost seriousness and discretion.