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Compliant Handling policy

Our Commitment

At Kriptomat, we are committed to handling complaints fairly, promptly, and transparently. This Complaint Handling Policy outlines how clients can submit complaints, how we respond, and what rights you have if you’re not satisfied with our decision.

This process is aligned with regulatory standards, including the Markets in Crypto-Assets Regulation (MiCAR) and guidance from the Estonian Financial Supervision and Resolution Authority (EFSRA).

Who Can Submit a Complaint

  • Any Kriptomat client (current or former), or anyone who has shown interest in our services.
  • Complaints can relate to products, services, fees, contracts, or employee conduct.

How to Submit a Complaint

You can file a complaint free of charge using the following channels:

At your request, we provide a standard complaint form in PDF format.

What Happens Next

  • Acknowledgement: We’ll confirm receipt within 1 business day, including the handler’s name and expected resolution time.
  • Investigation: A designated team member (not involved in the issue) investigates impartially.
  • Response Time:
    • 15 calendar days for most cases.
    • Up to 30 days for complex issues or corporate clients.
    • Extensions (up to 35 days) may apply with prior notice.
  • We will keep you informed of progress if the investigation takes longer than initially estimated.

Resolution & Your Rights

  • If the outcome is not in your favour, we’ll clearly explain why and inform you about:
    • Alternative dispute resolution bodies (e.g., the relevant  Consumer Disputes Committee)
    • Your right to take legal action
    • How to escalate the matter to EFSRA (once Kriptomat is under their supervision)
  • You may also seek assistance from your local European Consumer Centre (ECC-Net) if you are an EU resident.

Record Keeping & Oversight

  • All complaints are logged and tracked in our secure internal system.
  • We conduct quarterly reviews to identify trends and improve services.
  • Complaint records are retained securely for at least 5 years.
  • Statistics and lessons learned feed into our continuous improvement programme.

Contact Us

For any questions about our complaint handling process, contact our Customer Support Team via [email protected] or through the Help Centre.