Complaint Procedure

Last updated October 17, 2026

Last updated: October 17, 2026

1. Purpose and Commitment

DESTRAL is committed to maintaining high standards of integrity, transparency, and professionalism in the provision of its services. We recognize that, from time to time, issues or concerns may arise, and we view complaints as an important opportunity to improve our processes, services, and user experience.

This Complaint Procedure outlines how DESTRAL handles complaints in a fair, consistent, transparent, and timely manner. All complaints are taken seriously and handled with due care and confidentiality.

2. What Constitutes a Complaint

A complaint is defined as any expression of dissatisfaction, whether justified or not, relating to:

The provision of DESTRAL’s services or products
The operation of the platform, the Smart Account, the Swap, the Vaults or staking
Fees, calculations, valuations, reporting, or disclosures
Customer support, communication, or operational processes
Any action or omission by DESTRAL that may affect a user’s interests

3. How to Submit a Complaint

If you wish to submit a complaint, please contact us by email at:

To allow us to investigate your complaint efficiently, please include the following information where possible:

Your full name and registered email address
Your user ID or account reference (if applicable)
A clear description of the issue or concern
Relevant dates, transaction hashes, wallet addresses, Vault names, or reference numbers
Any supporting documentation or evidence

To report a security vulnerability or a security incident, please do not use the complaints address: write to instead.

4. Acknowledgment of Complaints

Upon receipt of your complaint:

We will acknowledge your complaint promptly, typically within 5 business days
You will receive confirmation that your complaint has been logged and is under review
Your complaint will be assigned to an appropriate team or compliance representative

5. Investigation and Review Process

DESTRAL will conduct an objective and thorough review of your complaint. This may include reviewing internal records, transaction logs, and system data, consulting relevant operational, technical, or compliance teams, and requesting additional information from you if required.

6. Resolution and Response

We aim to resolve complaints as quickly as possible, taking into account their complexity. We aim to send a written response within 30 calendar days of receipt of the complaint and, in any case, within 90 calendar days, as provided in Clause 16.4 of the Terms of Use. The response outlines our findings and any actions taken or proposed.

7. Escalation and Further Review

If you are not satisfied with the outcome of your complaint, you may request a further internal review. Your complaint will then be reassessed by a senior or independent reviewer.

8. Continuous Improvement

All complaints are recorded and monitored to identify recurring issues, operational weaknesses, or areas for improvement.

9. Confidentiality and Fair Treatment

All complaints are handled confidentially and in accordance with applicable data protection and privacy standards.

10. Contact

DESTRAL – Complaints Department