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Complaint Form

To be submitted to Unramp OOD · Send to: [email protected].

Note — This form is based on the ESMA/EBA standard complaint template for CASPs under MiCA. Use is recommended but not mandatory. You may also submit a complaint in any written form. Filing a complaint is free of charge.

1. Complainant Details

1a. Personal Information

Last name / Legal entity name
First name
National ID / EUID
Legal Entity Identifier (if available)
Client reference (if available)
Address (street, number, floor)
Postcode
City
Country
Telephone
Email address

1b. Contact Details (if different from 1a)

Last name / Legal entity name
First name
Address
Postcode
City
Country
Telephone
Email address

A power of attorney or other official document as proof of the representative's appointment must be attached.

Last name / Legal entity name
First name
Registration number and LEI (if available)
Address
Postcode
City
Country
Telephone
Email address

3. Information about the Complaint

3a. Reference of the Crypto-Asset Service

Name of the CASP, service reference number, or other references of the relevant transactions.

Reference:

3b. Description of the Complaint

Please describe the issue clearly, including what happened, when it happened, and what outcome you are seeking.

Description:

3c. Date(s) of the Facts

Date(s)

3d. Damage, Loss or Detriment Caused (where relevant)

Description of damage or loss:

3e. Other Comments or Relevant Information

Other comments:

In (place) on (date)

Signature

Complainant / Legal Representative of the Complainant

Documentation provided (please tick):

☐ Power of attorney or other proof of representative's authority

☐ Copy of contractual documents relating to the complaint

☐ Screenshots, transaction records or other supporting evidence

☐ Other supporting documents:

List

Filing a complaint with Unramp is free of charge. We will acknowledge receipt within 3 business days and provide a substantive response within 15 business days. If you remain dissatisfied, you may escalate to the Bulgarian Financial Supervision Commission (FSC) at www.fsc.bg or the EU ODR platform at ec.europa.eu/consumers/odr.