At Coinify, we are committed to providing you with a secure and seamless customer experience. However, we understand that there may be times when issues arise. To ensure your concerns are addressed promptly and fairly, we have established a clear complaint-handling procedure. Importantly, filing and handling complaints is entirely free of charge. Here’s how you can file a complaint:
1. Identify the Issue
Before filing a complaint, identify the issue you are facing. Whether it’s related to account management, transaction delays, security concerns, or customer service, having a clear understanding of your problem will help us resolve it more efficiently.
2. Gather Relevant Information
Collect all relevant information and documentation related to the issue. This might include Coinify Trade/payment ID, email, transaction hashes/confirmations, screenshots, emails, or any other evidence that supports your complaint. The more information you provide, the easier it will be for us to investigate your concern.
Required Information:
- Personal data (name, email, address, phone, number, etc.)
- Reference - Coinify Trade ID or Payment ID / Transaction hashes (if applicable)
- A detailed description of the complaint, including relevant dates, description of damage, and any supporting documentation.
3. Choose Your Preferred Submission Method
You can file a complaint through any of the following channels:
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Online Form: The most efficient way to submit a complaint is by using our Complaint Submission Form available on our website. Simply fill in the required fields, attach any supporting documents, and click submit. You will receive an acknowledgment email with a reference number to track your complaint. Complaints should be addressed to the Customer Support Manager at Coinify via complaints@coinify.com.
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Email: Alternatively, you can send your complaint directly to complaints@coinify.com. Make sure to include your full name, email, and a detailed description of the issue.
- Post: If you wish to submit your complaint via post, please contact our support team at support@coinify.com.
4. Acknowledgment and Tracking
Once your complaint is submitted, you will receive an acknowledgment within 2 business days. This acknowledgment will include a unique reference number that you can use to track the status of your complaint. Please keep this reference number handy for any follow-up inquiries.
5. Investigation and Resolution
Our Customer Support Manager will thoroughly investigate your complaint. We aim to resolve most complaints within 15 business days. However, if your issue is complex and requires more time, we will keep you informed of the progress and provide an updated timeline.
6. Final Decision and Next Steps
After the investigation, you will receive a detailed response outlining our findings and the resolution we propose. If you are satisfied with the resolution, the complaint will be considered closed. However, if you are not satisfied, you have the option to escalate the matter to our senior management or seek external resolution through the relevant supervisory authority or alternative dispute resolution (ADR) entity. If you wish to escalate your complaint to senior management or seek external resolution, we will be happy to provide you with more information upon your request via support@coinify.com.
7. Continuous Improvement
Your feedback is valuable to us. We safely store all the complaint cases and use the information from complaints to continuously improve our services and prevent future issues. We appreciate your patience and cooperation as we work to resolve your concerns.