Complaint Management


Crypto Finance (Deutschland) GmbH is a financial institution regulated and supervised by The Federal Financial Supervisory Authority (BaFin). Crypto Finance (Deutschland) GmbH is committed to provide you with the best possible service. The satisfaction of our customers is our top priority. However, it may occur that you have to complain about an issue related to our products and services. We have therefore set up a process of complaint management that ensures that all customer complaints are processed in a fair and timely manner. Be assured that, based on incoming complaints, we can also identify recurring errors, rectify them and improve the quality of our services.

How to file a complaint?

All complaints related to our products and services that have resulted in a statement of dissatisfaction can be submitted to Crypto Finance (Deutschland) GmbH. Each complaint must be directed to Crypto Finance (Deutschland) GmbH via various channels. The request should include client contact details and a complete description of the event that led to the complaint and how your business was impacted.

  • In person: Directly with your account manager.
  • Email: Write to us at
  • Website: Use our online form below to submit your complaint.
  • By post: Send letters to Crypto Finance (Deutschland) GmbH, Compliance Department, Neue Rothhofstr. 13-19, 60313 Frankfurt.

Complaint handling prodecure

When complaints are submitted in writing or electronically, you will receive confirmation of receipt of your complaint within ten business days.

We will examine the facts as you have described them, conducting necessary research.

Based on our investigations, we will review your complaint to find a fair solution as promptly as possible. Generally, we will respond to your complaint within fifteen working days from the date of receipt. It means generally, you will receive a final response from us, informing you of the results of our review. If we require more time for a response, we will send you an interim message explaining the reason for the delay and the expected completion of your complaint.

If we cannot fully address your concerns, we will explain our standpoint.

The handling of complaints is free of charge.

External complaints channels

If you believe that we are unable to find a satisfactory solution for you, you always have the option to address your complaint to other dispute resolution entities:

Arbitration Board of the Federal Financial Supervisory Authority – BaFin

Schlichtungsstelle bei der
Bundesanstalt für Finanzdienstleistungsaufsicht
Referat ZR 3
Graurheindorfer Straße 108
D-53117 Bonn

Tel.: +49 (0) 228 4108-0
Fax: +49 (0) 228 4108-62299

Submission of complaints via online form