SMART VALOR is committed to ensuring transparency, fairness, and efficiency in handling customer complaints. We encourage our clients to submit complaints promptly to enable swift investigation and resolution.

Complaints may be submitted via the following channels:

Email: support@smartvalor.com

Webform: https://smartvalor.typeform.com/complaintsform

Postal Mail:
SMART VALOR AG

Birkenweg 6, 

9490 Vaduz, Liechtenstein

Complaints may be submitted in English or German and are handled free of charge. SMART VALOR is committed to treating all complaints fairly, regardless of the channel used.

Clients can use our standardized Complaint Submission Form, available for download, to ensure all necessary information is included.

Complaint Submission Form in English
Complaint Submission Form in German

What information should you include?

To help us resolve your complaint effectively, please provide:

• Your full name and the email address associated with your SMART VALOR account.
• A clear description of the issue.
• The date and time of the event in question.
• Relevant supporting evidence (e.g., screenshots, transaction IDs, error messages).

Once we receive your complaint, the following steps will take place:

Acknowledgment
You will receive an acknowledgment email within 1–2 business days confirming that your complaint has been received and is being reviewed.

Initial Review
Our Customer Support Team will conduct an initial assessment to understand the nature of your complaint and gather any missing information if necessary.

Investigation
Depending on the complexity, your case may be escalated to the relevant department (e.g., Compliance, Finance, Operations). A thorough investigation will be carried out based on the details you provided.

Resolution
We aim to resolve most complaints within 15 business days. If additional time is needed, we will inform you in writing and explain the reason for the delay.

Outcome and further steps

You will receive a formal written response detailing our decision, reasons for the decision, and any actions taken. 

If you are unsatisfied with the outcome, you have the right to escalate the matter:

• To an Alternative Dispute Resolution (ADR) body (details will be provided).
• Pursue judicial remedies under Liechtenstein or applicable EU regulations, including MiCA.

We aim to acknowledge all complaints within 2 business days of receipt.

Our standard resolution time is up to 15 business days, depending on the complexity of the issue. If more time is required, we will inform you in advance and provide regular updates on the status of your case.

In some cases (e.g. involving third parties or complex investigations), the resolution may take up to 35 business days.

We appreciate your patience and are committed to resolving every issue fairly and efficiently.

Monitoring and continuous improvement

We continuously monitor complaint trends and feedback to improve our services and customer experience.

Confidentiality and Data Protection

SMART VALOR handles your data in compliance with GDPR, ensuring confidentiality and privacy throughout the complaint resolution process.

For additional questions or further assistance, please contact us directly via the channels listed above.