Where the initial query is not resolved to your satisfaction, or if you wish to make a complaint, you should submit a formal request to complaints@cryptofacilities.com.
Once we have received your complaint, we will acknowledge receipt within three business days by email. We will aim to resolve your complaint as soon as possible and in any case no later than eight weeks from the date the complaint is received. We will also keep you updated on the progress of your complaint as we investigate.
When investigating your complaint, we will consider the subject matter of your complaint, the evidence you have provided, the evidence on our records and relevant guidance from the regulator, the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS). We will write to you setting out the outcome of your complaint and supporting reasons, including details of how we have calculated any redress if applicable.
If you are not happy with the outcome of your complaint or we have not responded to your complaint within eight weeks, you can request FOS to investigate further. FOS can be contacted at 0800 023 4567 or via email at complaint.info@financial-ombudsman.org.uk. For further details, please visit FOS’s website: www.financial-ombudsman.org.uk. FOS is a free service. Please note that complaints regarding our services may not be covered by the FOS if you are a professional client or eligible counterparty, or in circumstances where the complaint relates to crypto asset exchange or custody services provided by us pursuant our registration as a crypto asset business under the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017.