CoinSpot Complaints Policy

At CoinSpot, we strive to provide quick and professional customer service that exceeds our members’ expectations. If you have any concerns with our services or you wish to raise a complaint, then please contact us directly. Use the links and guidance below to reach out, to allow us to assist you with your enquiry. 

How can we help?

The first step is to speak with our experienced Support Team. Our Support Team can help you to resolve issues or concerns you may have relating to your account, your trading, or our Platform.

You can contact us by: 

• Sending a request via our Help Centre and selecting the applicable Ticket Category from the drop-down box; 
• Beginning a Live Chat; or
• Sending us an email at [e-mail].

A member of our Support team will get back to you within minutes. We also have a number of FAQs available on our website at all times.

If you still have a concern, you can lodge a complaint.

How to make a complaint
You can lodge your complaint through any of the following methods: 

• LiveChat: CoinSpot’s LiveChat is accessible 24/7 through our website and our mobile application; 
• Email: An email including information about your complaint can be sent to [e-mail]. ; or
• Online Form: Complete the dedicated complaint form on the CoinSpot website. 

There is no fee for lodging a complaint with us.

Once your complaint has been submitted

1. Acknowledging your complaint:

We will acknowledge receipt of your complaint, in writing or verbally, generally within one business day or as soon as it is practical to do so. 

2. Our review and assessment of your complaint: 

A careful assessment will be completed by our dedicated Dispute Resolution Team, including a review of the information provided by you and any relevant correspondence between you and CoinSpot. 

During the review phase, we may need to seek further information or documentation from you to make a fair assessment.

If, within the first five (5) business days of receiving your complaint, we are able to:

• resolve your complaint to your satisfaction; OR 
• provide an explanation and/or apology when there is no further action that we can take to reasonably address the complaint

Your complaint may not progress to the next phase and will be marked as resolved on this basis.

3. Our formal response and working towards a fair outcome:

Upon completion of our assessment, we will provide you with a formal response. We will provide our formal response to you no later than 30 days after we received your complaint. 

If we are unable to meet this deadline due to circumstances beyond our control or where the matter is particularly complex, we will notify you as soon as reasonably practicable of when you can expect to receive a response.

If you are not satisfied with our response or the handling of your complaint

If you are not satisfied with our final response or the way that we have handled your complaint, you have the right to escalate your complaint for further review to the Australian Financial Complaints Authority (AFCA). 

AFCA is an independent and impartial ombudsman service that helps individual consumers and small businesses resolve disputes with financial firms, such as CoinSpot. Lodging a complaint to AFCA is free of charge. If you lodge a complaint with AFCA before we have the opportunity to complete our IDR process, AFCA will likely refer the complaint back to us to complete our internal process.

For further information on AFCA, the types of complaints they consider and their complaints process, please contact AFCA using the details below.
 

AFCA Contact Details:

• Website: www.afca.org.au
• Telephone: [phone] (free call)
• Email: [e-mail] 

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Need help making a complaint?

If you experience difficulty understanding our website or lodging your complaint, please contact us and we will provide alternative arrangements to ensure your complaint is received and managed in a fair and efficient way. 

Translating and Interpreter Services (TIS): TIS offers free interpreter services and offers over 150 languages. Please contact us through any of the above methods and we will arrange this service for you.