Complaints policy
What makes this policy important?
This Policy covers all complaints from Cryptopay Group crypto-asset holders, potential customers, relevant stakeholders, and consumer associations representing complainants.
It encompasses all the aspects of the complaints handling process, including but not limited to complaint submission, acknowledgement, processing, investigation and escalation procedures.
To obtain full access to the Policy, please follow the link
How can a complaint be submitted?
You can file a complaint through the following channels;
- Via online form
- Sending an email to the address complaints@cryptopay.me
Please include the following details in the complaint e-mail:
- Full Name/Company name;
- Up-to-date contact details (email address and phone number);
- Your role:
- B2B Client
- B2C Client
- Business Partner
- Other (please specify)
- Request type:
- New Complaint
- Existing Complaint Update (if selected, a mandatory field of existing complaints reference ID should appear)
- A comprehensive description of the complaint, detailing the nature of the issue and any previous attempts to resolve it, as well as reference numbers, such as transaction identification numbers or account details, relevant to the issue being raised;
- A comprehensive description of the desired resolution or the specific action the complainant expects to rectify the matter;
- Any documents supporting your complaint
When is your complaint acknowledged?
Complaints will be acknowledged within 48 hours of receipt. A unique reference number will be provided to facilitate tracking.
