We recognize that, despite our best efforts, concerns or dissatisfaction may occasionally arise. This Complaints Handling Policy ("Policy") sets out the procedures through which customers may submit complaints and explains how Sole Technologies manages, investigates, and resolves complaints in a fair, transparent, and timely manner.
This Policy is designed to comply with applicable Bulgarian legislation, European Union consumer protection requirements, and regulatory expectations applicable to digital asset and financial service providers.
2. SCOPE
This Policy applies to complaints submitted by:
Individual customers;
Corporate customers;
Prospective customers;
Business partners;
Merchants;
Authorized representatives.
This Policy applies to complaints relating to:
Products and services;
Customer onboarding;
Account administration;
Transaction processing;
Payment services;
Digital asset services;
Customer support;
Fees and charges;
Technical issues;
Data protection matters;
Conduct of employees or representatives.
This Policy does not apply to:
General inquiries;
Service requests;
Commercial negotiations;
Requests for information;
Regulatory investigations.
3. WHAT IS A COMPLAINT?
A complaint is any expression of dissatisfaction, whether oral or written, concerning the provision or non-provision of products or services by Sole Technologies.
Examples include:
Delays in processing transactions;
Service interruptions;
Dissatisfaction with customer support;
Alleged errors in account administration;
Disputes regarding fees;
Complaints concerning compliance procedures.
4. HOW TO SUBMIT A COMPLAINT
Customers may submit complaints free of charge through the following channels:
Postal Address
Compliance Department
Sole Technologies Ltd.
25 Angel Kanchev Street, Ground Floor
Sofia 1000
Republic of Bulgaria
Website
https://www.sole-pay.com
Where available, complaints may also be submitted through customer portals or support channels.
5. INFORMATION TO INCLUDE
To enable efficient investigation, customers should provide:
Full name;
Account or customer reference number (if applicable);
Contact details;
Detailed description of the complaint;
Date on which the issue occurred;
Relevant transaction identifiers;
Supporting documents or evidence;
Desired outcome or resolution.
Incomplete information may delay the investigation.
6. COMPLAINT ACKNOWLEDGEMENT
Upon receipt of a complaint, Sole Technologies shall:
Register the complaint internally;
Assign a reference number where appropriate;
Acknowledge receipt of the complaint.
Complaints will normally be acknowledged within five (5) Business Days of receipt.
7. INVESTIGATION PROCESS
All complaints shall be investigated fairly, impartially, and objectively.
The investigation process may include:
Review of internal records;
Review of transaction data;
Consultation with relevant departments;
Review of communications;
Consultation with third-party service providers;
Request for additional information from the complainant.
Customers are expected to cooperate with reasonable requests for information.
8. RESPONSE TIMES
Sole Technologies aims to resolve complaints as quickly as reasonably practicable.
A final response will normally be provided within:
Fifteen (15) Business Days
from receipt of the complaint.
Where exceptional circumstances prevent resolution within this timeframe, the complainant shall be informed of:
The reasons for the delay;
The current status of the investigation;
The expected timeframe for completion.
Complex complaints may require additional time.
9. OUTCOMES
Following investigation, Sole Technologies may:
Uphold the complaint in full;
Uphold the complaint in part;
Reject the complaint;
Propose remedial actions;
Offer corrective measures where appropriate.
The final response shall include:
Summary of findings;
Decision reached;
Reasons supporting the decision;
Information regarding further escalation rights.
10. ESCALATION
If the complainant is dissatisfied with the outcome, the complaint may be escalated internally for further review.
Requests for escalation should be submitted within thirty (30) calendar days from receipt of the final response.
Escalation requests should clearly state:
Reasons for dissatisfaction;
Additional evidence, if any.
11. EXTERNAL DISPUTE RESOLUTION
Where applicable, complainants may have the right to refer unresolved disputes to competent authorities, consumer protection bodies, alternative dispute resolution mechanisms, or courts.
Nothing in this Policy restricts any legal rights available under applicable law.
12. RECORD KEEPING
Sole Technologies maintains records relating to complaints, including:
Complaint details;
Supporting documentation;
Internal investigations;
Correspondence;
Outcomes and resolutions.
Complaint records are retained in accordance with applicable legal and regulatory requirements.
13. DATA PROTECTION
Personal data processed in connection with complaints shall be handled in accordance with the Company's Privacy Policy and applicable data protection legislation.
Information provided as part of a complaint may be disclosed where required by law or necessary for investigation purposes.
14. CONTINUOUS IMPROVEMENT
Sole Technologies analyzes complaint data to:
Identify recurring issues;
Improve products and services;
Enhance customer experience;
Strengthen internal controls.
Complaint trends may be reported to senior management and compliance functions.
15. NO FEES
Sole Technologies does not charge customers any fees for submitting or investigating complaints.
16. POLICY REVIEW
This Policy shall be reviewed periodically and updated where necessary to reflect:
Regulatory developments;
Operational changes;
Best industry practices.
Updated versions shall be published on the Company's Website.
17. CONTACT DETAILS
Complaints Officer
Sole Technologies Ltd.
Email: [email protected]
Website: https://www.sole-pay.com
Registered Office:
25 Angel Kanchev Street, Ground Floor
Sofia 1000
Republic of Bulgaria
18. EFFECTIVE DATE
This Policy becomes effective on 01.06.2026 and shall remain in force until amended or replaced by Sole Technologies Ltd.