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A complaint is not a support request
Support answers a question. A complaint contests a decision, an amount, a delay or a treatment. The two do not follow the same path: a complaint opens a tracked case, with a reference, a stated deadline and an escalation to someone who did not make the original decision.
This distinction is not administrative. It exists because a contestation handled inside a support thread ends up buried, and because a publicly stated deadline is one you can hold us to if we miss it.
What can be complained about
- An amount received different from the one quoted when the order was created.
- A payment time markedly exceeding the one displayed for the chosen rail.
- An order refusal, an account suspension or a verification failure you consider unjustified.
- A fee charged that you consider unannounced or not due.
- An inaccurate support answer, or the absence of an answer within the stated time.
- A processing of your personal data you contest, without prejudice to your right to go straight to the supervisory authority.
How to file a complaint
- Write to the complaints address from the email linked to your account. That avoids an identity verification step.
- Quote the related order reference where there is one. It is what allows the technical logs of the operation to be retrieved.
- Describe the contested fact and what you expect: a refund, a correction, an explanation, an unblocking.
- Attach anything useful: screenshot, transaction hash, statement showing the missing credit.
Complaints filing address
This is not a support inbox. It opens a tracked case, with an acknowledgement within 48 hours and a reference in the form REC-YYYY-XXXXX.
[email protected]Stages and their deadlines
Every stage has a stated deadline. If we cannot meet it, you get a reasoned status update before the deadline — not after, and not silence.
| Stage | Handled by | Deadline | What happens |
|---|---|---|---|
| Acknowledgement | Automatic | Within 48 hours | You receive a case reference in the form REC-YYYY-XXXXX. That reference is enough to follow the case: you never have to re-explain your situation. |
| First review | Support team, level 2 | 10 business days | An analyst reviews the whole case, including the order’s technical logs. If the answer needs more time, you get a reasoned status update before the deadline, not after. |
| Internal escalation | Compliance lead | 20 business days in total | If the first answer does not satisfy you, you request escalation by simply replying to the case email. The re-examination goes to someone who did not handle the first review. |
| Final position | Management | 2 months maximum from filing | You receive a written, reasoned position that explicitly states the external remedies open to you and the applicable time limits. |
Escalation and re-examination
If the first answer does not satisfy you, simply reply to the case email asking for escalation. No form, no prior justification. The re-examination goes to someone other than the person who handled the first review: that is the only way a re-examination means anything.
External remedies
You are never required to exhaust our internal procedure before going to an authority. Three routes stay open in parallel, each free of charge for you.
- Consumer mediation
- A mediator can be seized for a consumer dispute where the written complaint did not succeed. The competent mediator will be named on this page as soon as the entity is registered and membership of a mediation scheme is effective. We name no body while membership is unsigned.
- Data protection authority
- For any contestation about your personal data, the supervisory authority of your country of residence can be seized directly, without telling us.
- Courts
- The courts of your country of habitual residence remain competent for a consumer dispute, whatever law governs the contract.
What we do with complaints
Every case is classified by root cause. A recurring cause triggers a fix in the product or the documentation, not a better-worded template answer. Compliance-related complaints are kept for five years, others for three years after closure.
Version history
| Version | Last updated | Nature of the change |
|---|---|---|
| 1.0.0 | 2 September 2026 | First publication of the document. |
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