1.What is a complaint?
A complaint is any statement of dissatisfaction about a service provided by Coin District — for example a subscription that was not processed as expected, or the way your data was handled. A simple request for information or assistance is not a complaint: for those, our contact form is the fastest route.
Filing a complaint is free of charge.
2.How to submit a complaint
Online form
Recommended. Choose “General inquiry” as the subject and start your message with “Complaint”.
Open the formcomplaints@coindistrict.io
Post
Complaints Department, Coin District, [Registered office address]
3.Our process and response times
Day 0
You submit your complaint
By the contact form, email or post, stating that your message is a complaint.
Within 10 business days
Acknowledgment
We confirm receipt, explain the next steps and may ask for additional information.
Investigation
We review your case
We review the facts, transaction records and communications.
Within 2 months
Final written answer
You receive a reasoned answer. If exceptional circumstances require more time, we tell you why and when to expect it.
4.What to include
To help us answer quickly, please include:
- your full name and the email address linked to your account;
- the project and the subscription concerned, if any;
- a clear description of the problem and the date it occurred;
- what you expect from us to resolve it, and any supporting documents.
5.Mediation
If you are not satisfied with our final answer, or if you have not received it within 2 months, you can refer the matter free of charge to an independent mediator:
- Mediator
- [Mediator name]
- Address
- [Mediator address]
- Online referral
- [Mediator website]
- Scope
- Investment services and financial products
Referring a matter to the mediator does not prevent you from going to court.
6.Fairness and record keeping
Every complaint is handled fairly, promptly and in writing. We keep a record of complaints and the measures taken for [Retention period], and analyze them regularly to improve our services. Personal data contained in complaints is processed as described in our Privacy Policy.
Ready to submit your complaint?
Use the contact form and start your message with “Complaint”, so that it is handled as one.
Submit a complaintQuestions about this document?
Write to us from the contact form.