Crypto Finance (Deutschland) GmbH is a crypto-asset service provider 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 clients 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 client 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.
To be eligible to make a complaint regarding any services provided by Crypto Finance (Deutschland) GmbH, you must have a contractual relationship with Crypto Finance (Deutschland) GmbH.
Complaints can be submitted to Crypto Finance (Deutschland) GmbH.
The submission and handling of complaints is free of charge.
Each complaint must be directed to Crypto Finance (Deutschland) GmbH via one of the following alternative channels. The complaint must include client contact details and a complete description of the event giving rise to a complaint.
You can file your complaint using one of the following languages: German or Englisch.
When complaints are submitted in writing or electronically, you will receive confirmation of receipt of your complaint within five business days.
We will examine the facts as you have described them, conducting necessary research. Based on our investigations, we will review your complaint and try to find a fair solution as promptly as possible. Generally, we will respond to your complaint within fifteen business days from the date of receipt of your complaint. If we cannot fully address your concerns, we will explain our standpoint.
If we require more time for a final response, we will send you an interim message explaining the reason for the delay and the expected time for a final response. You will receive a response from us, informing you of the results of our review.
We will record your complaint and how our complaint is handled in our internal electronic complaints register.
If you are not satisfied with a response given by Crypto Finance (Deutschland) GmbH, you may refer to the Federal Financial Supervisory Authority (BaFin):
Arbitration Board of the Federal Financial Supervisory Authority – BaFin
Schlichtungsstelle bei der
Bundesanstalt für Finanzdienstleistungsaufsicht
Referat ZR 4
Graurheindorfer Straße 108
D-53117 Bonn
Tel.: +49 (0) 228 4108-0
Fax: +49 (0) 228 4108-62299
Email: schlichtungsstelle@bafin.de
