Legal

Complaints

If you are not satisfied with our service, we want to hear about it. This page explains how to make a complaint and how we handle it.

Production-ready structure/templates but jurisdiction-specific legal review is required before regulated services/investment offers go live. This is a template structure; jurisdiction-specific legal review is required before regulated services or investment offers go live.

How to complain

Send your complaint to support@atlaswallet.org with the subject 'Complaint'. Please include your account email, a description of the issue, dates and any reference numbers.

Alternative channels: WhatsApp +351 925 386 409, Telegram @AtlasWallet_Manager. These are best-effort; email is the formal channel.

Acknowledgement

We acknowledge complaints within 2 business days of receipt. The acknowledgement includes a reference number and the name of the person handling your complaint.

Investigation & response

We aim to provide a substantive response within 15 business days. Complex cases may take longer — if so, we will inform you of the extension and the expected timeline.

Our response will set out our findings, our decision, and any remedial action we propose.

Escalation

If you are not satisfied with our response, you may escalate within AtlasWallet by replying to the original complaint reference. We will assign a senior reviewer.

If you remain dissatisfied, you may be entitled to refer your complaint to a competent external dispute resolution body or supervisory authority in your jurisdiction.

Language

Complaints may be submitted in English, Portuguese or Spanish. We will respond in the same language where possible.

Entity

Atlas Wallet Ltd · Registered office: 71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ · Company number pending confirmation.