{"id":53389,"date":"2024-01-29T16:32:21","date_gmt":"2024-01-29T15:32:21","guid":{"rendered":"https:\/\/www.crypto-finance.com\/germany\/?page_id=53389"},"modified":"2026-08-06T13:10:14","modified_gmt":"2026-08-06T12:10:14","slug":"complaint-management","status":"publish","type":"page","link":"https:\/\/www.crypto-finance.com\/germany\/complaint-management\/","title":{"rendered":"Complaint Management"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"53389\" class=\"elementor elementor-53389\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2e43721b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2e43721b\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-47eff0a5\" data-id=\"47eff0a5\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-89fe03c elementor-widget__width-initial elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"89fe03c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #bb9d7a\">Complaint <\/span>Management\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d6efd83 elementor-widget elementor-widget-heading\" data-id=\"d6efd83\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Complaints<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-796e5bd elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"796e5bd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7c19793 elementor-widget elementor-widget-heading\" data-id=\"7c19793\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Conditions for submitting a complaint<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-768851d elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"768851d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f0d51ac elementor-widget elementor-widget-heading\" data-id=\"f0d51ac\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">How to file a complaint?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2aa8564 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"2aa8564\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Complaints can be submitted to Crypto Finance (Deutschland) GmbH.<\/p><p>The submission and handling of complaints is free of charge.<\/p><p>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.<\/p><ul><li>In person: Directly with your account manager.<\/li><li>Email: Write to us at <a class=\"complaint-link\" href=\"mailto:complaint.de@crypto-finance.com\">complaint.de@crypto-finance.com<\/a>.<\/li><li>Website: Use our online form below to submit your complaint.<\/li><li>By post: Send letters to Crypto Finance (Deutschland) GmbH, Compliance Department, Bockenheimer Anlage 46, 60322 Frankfurt am Main.<\/li><li>Download complaint form <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.crypto-finance.com\/germany\/wp-content\/uploads\/sites\/2\/DelVo-Complaints_EN.pdf\" target=\"_blank\" rel=\"noopener\">here<\/a><\/span><\/li><\/ul><p>You can file your complaint using one of the following languages: German or English.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3e9f9ef elementor-widget elementor-widget-heading\" data-id=\"3e9f9ef\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">What is the procedure for handling a complaint?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-325d69d elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"325d69d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>When complaints are submitted in writing or electronically, you will receive confirmation of receipt of your complaint within five business days.<\/p><p>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.<\/p><p>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.<\/p><p>We will record your complaint and how our complaint is handled in our internal electronic complaints register.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-81bff3d elementor-widget elementor-widget-heading\" data-id=\"81bff3d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">External complaints channels<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0972d09 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"0972d09\" data-element_type=\"widget\" data-e-type=\"widget\" external-complaints-channels=\"\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>If you are not satisfied with a response given by Crypto Finance (Deutschland) GmbH, you may refer to the Federal Financial Supervisory Authority (BaFin):<\/p><p>Arbitration Board of the Federal Financial Supervisory Authority \u2013 BaFin<\/p><p>Schlichtungsstelle bei der<br \/>Bundesanstalt f\u00fcr Finanzdienstleistungsaufsicht<br \/>Referat ZR 4<br \/>Graurheindorfer Stra\u00dfe 108<br \/>D-53117 Bonn<\/p><p>Tel.: +49 (0) 228 4108-0<br \/>Fax: +49 (0) 228 4108-62299<br \/>Email: <a href=\"mailto:schlichtungsstelle@bafin.de\">schlichtungsstelle@bafin.de<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-54a11e4 elementor-widget elementor-widget-heading\" data-id=\"54a11e4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Submission of complaints via online form<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1499751 elementor-widget elementor-widget-html\" data-id=\"1499751\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"crm_forms\">\n\t<div\n\t\tdata-form-id=\"d1e6de18-0300-f111-8407-7ced8d4482a0\"\n\t\tdata-form-api-url=\"https:\/\/public-che.mkt.dynamics.com\/api\/v1.0\/orgs\/9c5b5d1b-bd10-42a4-9183-90cfbc9a0e4d\/landingpageforms\"\n\t\tdata-cached-form-url=\"https:\/\/assets-che.mkt.dynamics.com\/9c5b5d1b-bd10-42a4-9183-90cfbc9a0e4d\/digitalassets\/forms\/d1e6de18-0300-f111-8407-7ced8d4482a0\"\n\t><\/div>\n\t<script src=\"https:\/\/cxppusa1formui01cdnsa01-endpoint.azureedge.net\/che\/FormLoader\/FormLoader.bundle.js\"><\/script>\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Complaint Management Complaints 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 [&hellip;]<\/p>\n","protected":false},"author":65,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-53389","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaint Management - Crypto Finance Germany<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.crypto-finance.com\/germany\/complaint-management\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaint Management - Crypto Finance Germany\" \/>\n<meta property=\"og:description\" content=\"Complaint Management Complaints Crypto Finance (Deutschland) GmbH is a crypto-asset service provider regulated and supervised by the Federal Financial Supervisory Authority (BaFin). 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