1. Purpose
Coinify is committed to providing the highest level of customer support and satisfaction. We value feedback from our customers and view complaints as an opportunity to improve our products and services. This procedure outlines our approach to managing and resolving customer complaints effectively and efficiently.
2. Scope
This policy applies to all of Coinify’s employees, the customer support manager, and the outsourced customer support team, which interacts with customers and handles customer complaints.
This process covers all types of complaints from our customers about any part of Coinify's services, including buying and selling cryptocurrencies via Coinify, using Coinify as a cryptocurrency payment provider, management of Coinify’s trading account, customer service, and security. Specifically, for security, this includes concerns about the safety of customers' funds, protection of personal and financial information, unauthorized transactions, and any other issues related to the safeguarding of your assets and privacy on our platform. We take security very seriously and are committed to addressing any concerns promptly and effectively.
3. Definitions
- Customer Complaint: An expression of dissatisfaction from a customer regarding our products, services, or provided resolution.
- Complaint Handling Team: A designated team responsible for receiving, investigating, and resolving customer complaints. The complaint-handling team consists of the Customer support manager, the customer support team, and managers/heads of all other departments at Coinify.
- Complainant: The individual or organization making the complaint.
5. Customer-Centric Approach
At the heart of our complaint-handling process is a commitment to putting the customer first. We believe that every concern customers raise is an opportunity for us to learn, grow, and enhance our services.
Our team approaches each complaint with empathy, understanding that behind every issue is a person who deserves to be heard and respected. We strive to address your concerns promptly and effectively, tailoring our responses to meet your specific needs. By actively listening to your feedback and involving you in the resolution process, we aim to not only resolve your complaint but to exceed your expectations and reinforce your trust in Coinify.
5. Confidentiality
At Coinify, we take your privacy and confidentiality seriously. We understand that when you submit a complaint, you trust us with sensitive information. All details you provide during the complaint-handling process are treated with the utmost confidentiality and are protected under our stringent data protection policies, in compliance with GDPR and other relevant regulations.
Your personal information will only be accessed by authorized personnel who are directly involved in resolving your complaint, and it will not be disclosed to any third parties without your explicit consent unless required by law. Our commitment to confidentiality ensures that your concerns are handled discreetly and professionally, giving you peace of mind throughout the process.
6. Submitting a Complaint
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.
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 and they will provide you will all the necessary information.
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.
Customers are encouraged to provide detailed information about their complaint, including the date, time, location, and relevant documentation. You can find more information about the required information here.
7. Complaint Categorization
Complaints will be categorized into one of three priority levels: High, Medium, or Low, based on the nature of the complaint:
High Priority: High-priority complaints directly impact the customer's financial interests, such as issues related to held funds or unauthorized transactions. These complaints must be addressed with the utmost urgency and resolved within 10 business days.
Medium Priority: Medium-priority complaints involve matters related directly to our payment or trade products other than those stated above, payment processing delays, issues with identity verification (KYC), or trade/payment execution issues. These complaints should be resolved within 15 business days.
Low Priority: Low-priority complaints include general inquiries, account sign-up issues, information requests, or non-urgent matters that do not directly impact financial interests. These complaints should be resolved within 30 business days.
9. Escalation
Internal Escalation
If the complainant is not satisfied with the resolution, they may escalate the complaint internally to senior management by sending a written request to escalations@coinify.com.
The escalated complaint will be reviewed by senior management, and a final decision will be communicated within 10 business days of the escalation request.
External Escalation
The complainant has also the option to seek an external resolution through the relevant supervisory authority or alternative dispute resolution (ADR) entity. If you wish to escalate your complaint and seek external resolution, we will be happy to provide you with more information upon your request via support@coinify.com.
10. Monitoring and Reporting
Regular reports will be generated to identify recurring issues and trends in complaints, helping to implement preventive measures.
A summary of all complaints received, including the number, nature, and outcome, will be reported to the senior management quarterly.
Any systemic issues identified through the complaint-handling process will be reported to senior management and addressed promptly to prevent a recurrence.
12. Continuous Improvement
Conify is committed to continuously improving its complaint-handling process. Feedback from complainants and any trends identified in complaints will be used to enhance our services and prevent future issues.