The 3Rooks Money S.p.A. (also known as “Company” or “3Rooks”) places the customer at the center of its operations, committed to establishing continuous and constructive dialogue aimed at maintaining the highest standards in its relationship with users. We believe it is essential to give the utmost attention to dissatisfaction reports, as the timely and effective evaluation of complaints allows us to quickly identify their causes and take the necessary corrective actions.

This Complaint Procedure is drafted in accordance with the applicable regulations regarding complaints, and in particular the Regulation nr. 2020-04 of the Payment Services and Electronic Money Issuance (Payment Institutions and EMI) – Agg. IV of Banca Centrale of San Marino and the Law nr. 165 of 17 November 2005 and subsequent amendments and additions.

Complaints office

The Complaints Office, part of the Company’s Legal Department, is responsible for managing complaints submitted by customers. This office is headed by a Complaints Manager, who is tasked with receiving, recording, and responding promptly to the complaints received.

The Complaints Office is located at the Headquarter of the Company, situated in Via Monaldo da Falciano nr. 6, 47891 Falciano (RSM), tel. +378 0549/963706.

Methods for submitting a complaint

Complaints must be submitted in writing using the form below and must be sent through one of the following channels:

• Registered mail with return recepit addressed to the attention of the Complaints Manager, located by the legal address of the EMI “The 3Rooks Money S.p.A.-Via Monaldo da Falciano n.6 – 47891 Falciano (RSM)”
• Message sent to Customer Service within the Reserved Area: through the internal messaging system reserved for customers, available after logging into the Personal Area.

Complaint requirements

A complaint is any action in which a customer, using the channels and timelines specified in this procedure, formally contests an omission or behaviour deemed non-compliant by the Company, in writing.

The complaint must clearly indicate its nature, specifying that it is a dispute regarding a behaviour or omission by 3Rooks.

The complaint is considered valid only if it is fully completed in the following sections:

• Customer identification details;
• The subject of the complaint;
• A detailed description of the reasons for the complaint, specifying whether it concerns a dispute related to a behaviour or an omission by 3Rooks;
• The signature, which clearly identifies the customer;
• Documentation supporting the complaint.

The procedure is free of charge for the customer, except for any shipping costs in the case of sending by registered mail.

Complaint management

Pursuant to Article X.I.5 of the Regulation 2020/04 BCSM, the Complaints Office is committed to providing a response within 15 working days from the receipt of the complaint. If the complexity of the complaint requires a longer period, the customer will be promptly informed of the reasons for the delay and the expected resolution date. In any case, the institution will provide a response within 35 working days from the date of receipt of the complaint.

Right of appeal

The appeal to the Complaints Office does not deprive the customer of the right to resort to the Judicial Authority at any time, nor of the ability to report any non-compliance by the institution with applicable regulations to the Supervisory Authority, pursuant to Article 68 of the Law nr. 165 of 17 November 2005. The reports may concern the conduct of the EMI and other alleged violations of the provisions issued by the Supervisory Authority.

This Complaint Procedure is drafted in accordance with the applicable regulations in the Republic of San Marino, EU regulations, as well as the provisions issued by the Supervisory Authorities.