Complaints procedure

What a complaint is

A complaint is any expression of dissatisfaction: an error, a delay, a service that did not work as described, an answer that does not satisfy you. It may concern our website, your account application, our support, your account, a conversion or a transfer.

For a simple question, the help centre or the contact page is enough: a person replies within 24 business hours.

How to make a complaint

Write to us through the contact page, choosing the topic “Complaint”, in English or French, or from the Support section of your client area. Ideally, use the email address of your account: it helps us find your file faster.

Making a complaint, and having it handled, costs you nothing.

What to include

So that we can act without back-and-forth, please include the details below. Never send your recovery phrase, your passwords or your codes: we never ask for them.

• Your full name, and the email address of your account.
• The operation concerned: date, amount, transfer reference or, for a deposit, the asset, the network and the transaction ID.
• What happened, and what you expected.
• The outcome you are asking for.
• Any useful document: receipt, screenshot, previous exchange.

Our time limits

We reply in writing and give the reasons for our answer. Our time limits are:

• Acknowledgement: within 2 business days.
• Answer: within 15 business days of receiving your complaint.
• Exceptional cases: if a full answer cannot be given within that time, we write to you before it expires to explain why and to tell you when you will receive it, no later than 35 business days after receiving your complaint.

Who handles your complaint

We directly handle complaints about the website, opening your account and our support.

Complaints about a regulated service are handled under the procedure of the partner concerned: the crypto-asset service provider for deposits and conversions, the e-money institution for your IBAN account and transfers. Their names and licence numbers are set out in the contract provided before opening. For crypto-asset services, this handling is governed by the MiCA regulation (art. 71).

Not sure who provides the service in question? Write to us anyway: we tell you who handles your complaint, and under which procedure.

If our answer does not satisfy you

You disagree with our answer, or have not received one within the time limits? Several remedies are open to you. They are independent of us and do not take away your right to go to court.

• Mediation: the out-of-court dispute resolution body competent for the service concerned is named in your contract.
• FIN-NET: this European network of out-of-court bodies for financial disputes helps you find the competent body, including for cross-border disputes (FIN-NET, European Commission).
• Supervisory authority: you can inform the authority that authorised the partner concerned. For a crypto-asset service provider, ESMA’s interim register lets you check its authorisation.

What this procedure does not cover

• A third party refuses your Belgian IBAN: this breaches Article 9 of Regulation (EU) 260/2012. Our guide IBAN discrimination explains how to assert your rights. In France, you can report the refusal on SignalConso; elsewhere in the EU, the European Consumer Centres Network can help.
• Your personal data: our privacy policy explains how to exercise your rights and how to contact the data protection authority.
• A fraudulent message claiming to come from CryptoIBAN: report it through the contact page. We will never ask for your recovery phrase, your passwords or your codes.