1.What is a complaint?
A complaint is any statement of dissatisfaction about a service provided by Coin District — for example an order that was not executed as expected, a fee you disagree with, a delay in a withdrawal, or the way your data was handled. A simple request for information or assistance is not a complaint: for those, our help center is the fastest route.
Filing a complaint is free of charge.
2.How to submit a complaint
complaints@coindistrict.com
Post
Complaints Department, Coin District, [Registered office address]
3.Our process and response times
-
Day 0
You submit your complaint
You receive a confirmation email with a complaint reference number.
-
Within 10 business days
Acknowledgment
A dedicated handler confirms receipt, explains the next steps and may ask for additional information.
-
Investigation
We review your case
The handler, independent from the team involved, reviews the facts, transaction records and communications.
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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 transaction or order reference, if any (for example #CD-842910);
- 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 select “Complaint” as the topic. You’ll receive a complaint reference number by email.
Submit a complaintQuestions about this document?
Our team answers within 1 business day.