Legal

1. Dealing with Complaints

We take any of our clients’ complaints very seriously and are committed to addressing them promptly and with the highest level of quality and care in line with the newest regulation.

You can submit your complaint free of charge via email to complaints.de@bullish.com or via post to Bullish Europe GmbH, Fora Office, Oper 46, Bockenheimer Anlage 46, 60322 Frankfurt.

You can, but do not have to, use Complaints Handling Form available for download on the complaints section of our website.

When submitting a complaint to us, please state, as a minimum, your relevant contact details, the matter of the complaint and when and how relevant facts have led to the complaint (e.g. issues with a specific order and date of order submission). If possible, please also explain which, if any, employees have already been involved in the matter and when. You can include any further information or documentation as you see fit.

The available languages for filing Complaints are English and German.

Our overall approach to handling complaints:

• Efficient Submission Process: Clients can submit complaints via email, and we also accept written submissions by post.

• Clear Communication: We will communicate with you in the language used to file your complaint, provided it is one of our supported languages. Upon request, we can also send communications via post.
• Prompt Acknowledgment: We will acknowledge receipt of your complaint without undue delay, providing you with the contact details of the person or department responsible for further handling your case, the date we received it, and an overview of our complaint process, including key timelines. You can use the contact information to address further queries or any additional information regarding your complaint at any time.
• Timely Responses: We will send you a preliminary response within 15 business days, informing you about the admissibility of your complaint. If more time is needed, we will explain the delay, outline any steps we are taking to resolve the issue, request any additional information if necessary, and let you know when to expect a further reply.
• Final Resolution: We aim to provide a final response within 20 business days, addressing all aspects of your complaint. If we are unable to meet this timeline due to exceptional circumstances, we will inform you and provide a new deadline.

In summary:

Without undue delay< 15 Business Days< 20 Business Days> 20 Business DaysAcknowledgment of receiptPreliminary response including information regarding admissibilityFinal response or acknowledgement and explanation of delayIf not final response given, update on progress/ further delays

The status of Complaints will be maintained for purposes of tracking and follow-up. Status options include (but not limited to):

• In progress;
• Closed or Resolved;
• Duplicate Complaint

Once your complaint has been fully addressed, you will receive a final response, which may:

• Accept the complaint and offer a remedy.
• Offer a remedy without accepting the complaint.
• Reject the complaint, explaining the reasons.

We will also inform you about any further steps you can take if you are dissatisfied with the outcome, such as engaging with regulatory bodies or pursuing a dispute resolution process.

2. Protecting clients’ personal and confidential information

BDE takes the protection of clients’ information seriously by ascribing to high standards of IT security and information governance.

All client communications and client data, including both personal data and any confidential information, are handled in accordance with applicable data protection law, including GDPR.

‍