Introduction

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At AGYT GmbH (“AGYT”), we are committed to providing our clients with a high standard of service. We take all complaints seriously and aim to resolve them fairly, promptly, and transparently. This Complaints Policy explains how you can raise a complaint, what you can expect from us in handling it, and the external options available to you if you are not satisfied with the outcome.

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How to submit a complaint

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For general inquiries about our services or specific questions regarding privacy, please feel free to contact us:

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If you wish to raise a complaint, you can contact us through any of the following channels:

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By Email: complaints@agyt.io

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By Post:
AGYT GmbH
Kurfürstendamm 194
10707 Berlin
Germany

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Please include in your complaint:

• Your full name and contact details
• A clear description of your concern
• Any supporting documentation or evidence

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Complaints handling process

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We follow a clear timeline when dealing with complaints:

• Acknowledgement: We will acknowledge your complaint within 1 business day of receipt.
• Resolution: We aim to resolve your complaint within 15 business days.
• Final Response: If additional investigation is needed, we will provide a final response no later than 35 business days after receiving your complaint.

During this process, we will keep you informed about the progress of your complaint and any reasons for delay.

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Escalation and external resolution

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If you are not satisfied with the resolution we provide, you may escalate your complaint to:

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Klachteninstituut Financiële Dienstverlening (Kifid)
Postbus 93257
2509 AG Den Haag
The Netherlands
Website: www.kifid.nl

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You also have the right to bring your complaint to the attention of the supervisory authority:

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De Nederlandsche Bank (DNB)
Westeinde 1
1017 ZN Amsterdam
The Netherlands
Website: www.dnb.nl

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Currencycloud's role in complaints

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We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints.

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We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations.

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However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here: Currencycloud Complaints Procedure

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Contact details

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For any questions regarding this Complaints Procedure, please contact us at:

AGYT GmbH
Kurfürstendamm 194
10707 Berlin
Telephone: +49 30 2000 689 50
Email: complaints@agyt.io

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Last updated

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23 September 2025