Complaints Handling Procedure

At Due Network, S.L. (“Due”), we are committed to providing transparent, secure, and reliable services. If at any time you are not satisfied with our services, we make available a clear, accessible, and free-of-charge complaints handling procedure, in accordance with Regulation (EU) 2023/1114 (MiCA) and Commission Delegated Regulation (EU) 2025/294. 

What is a complaint?

A complaint is any expression of dissatisfaction related to the provision of our crypto-asset services.
Requests for general information, operational inquiries, or commercial requests are excluded from this procedure.

How can you submit a complaint?

You may submit your complaint through the following channel:

Email: complaints+eu@due.network

Subject: “Complaint”

Your complaint should include, at a minimum:

  • Your name and contact details
  • A clear description of the reason for the complaint

You are not required to use a specific form; however, you may use our complaint template if you prefer.

Language

You can submit your complaint in Spanish, English, or any of the official languages ​​of the European Union. The response will be issued in the same language in which you submitted your complaint, provided it is among the languages ​​in which Due offers its services.

Acknowledgement of receipt and response timelines

  • We will send you an acknowledgement of receipt within a maximum of 10 business days from receipt of your complaint.
  • Under normal circumstances, you will receive a reasoned response within a maximum of 15 business days.
  • In exceptional or particularly complex cases, this period may be extended, and you will be duly informed, without exceeding 60 calendar days from the date of receipt.

Fair and free handling

  • The complaints handling process is completely free of charge.
  • The person responsible for handling the complaint will not have been involved in the matters giving rise to it.
  • All complaints are assessed objectively, consistently, and in a documented manner, ensuring fair treatment.

Communication of the decision

Our response to your complaint will include:

  • The decision taken, duly reasoned
  • The applicable contractual or regulatory basis
  • Information on the available escalation or appeal options, where applicable
  • Identification of the competent authority, such as the Spanish National Securities Market Commission (CNMV)

The response will be communicated in clear and plain language, and in the same language used to submit the complaint, where permitted by applicable law.

Record keeping

All complaints are recorded and securely retained for a minimum period of 5 years, in accordance with MiCA, Commission Delegated Regulation (EU) 2025/294, and applicable data protection regulations.

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