Feedback and complaints

General

BTC Markets is committed to being responsive to the needs and concerns of our customers and potential customers. If we have not lived up to this promise and you have a concern or complaint, we commit to resolving your issue as quickly as possible.

Have some suggestions?

Post feedback and suggestions that other users can view and vote on. We use this to help plan future development.

How to make a complaint?

A complaint can be lodged to BTC Markets in the following ways:

• Step 1 - Contact customer support directly.
• Step 2 - If you are not satisfied with the response from customer support, please contact senior management at [email protected].

All complaints must be received in writing.

How long does it take?

Where possible, we'll resolve your issue on the spot. However, depending on the nature of the issue, this may take up to 10 business days (however, this may not always be possible on every occasion). If we need some additional time, we'll let you know.

What happens during the process?

During the initial review or investigation stage, BTC Markets may need to seek further clarification or documentation from you to assist in resolving the issue. If BTC Markets has sought clarification or additional documentation from you and is waiting on you to provide this information, BTC Markets may not be able to meet the 10-business day finalisation commitment. In such circumstances, upon receipt of your clarification or additional documentation, BTC Markets will indicate to you when we expect to be able to finalise the issue. Once the issue has been finalised, you will be advised of the findings and any action BTC Markets has taken. BTC Markets will communicate this in writing.

If you're not satisfied with the outcome

If you feel we haven't resolved your concern fairly, you can have your concern reviewed by the Australian Financial Complaints Authority (AFCA). Time limits apply to complain to AFCA. Please refer to the AFCA website set out below for details.