Complaints

Offering you a transparent and fair complaints procedure is a matter of personal importance to us. If you are ever dissatisfied with our products and services, we would like to hear about it and offer you the opportunity to submit a complaint.
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Your feedback helps us to continuously improve our service. We take every complaint seriously and process it carefully and promptly. Below you will find all the important information about the complaints procedure. For regular questions and concerns about our services, please contact our Customer Success Team as usual by email or via chat in the Coinfinity app.

1. File a complaint
Please download our complaint form in German, English or French using the button below and fill it out completely. In order for us to process your complaint quickly and efficiently, we require the following information:
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- Your full contact details (name, address, telephone number, email address)
- A brief description of the facts and the date on which the cause of appeal arose
- Details of the product or service to which the complaint relates
- Formulating your request (e.g. troubleshooting, improving services)
- Copies of documents necessary for understanding (if available)
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Email the completed form to complaints@coinfinity.co or by post to:
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Coinfinity GmbH
Complaints Management
Griesgasse 10
8020 Graz
Austria

Please note that processing by post usually takes longer. Naturally, you can also submit your informal complaint in other ways.

‍2. Review and processing
After receipt of your complaint, you will receive a confirmation of receipt. Depending on the complexity of your complaint, we will respond within a reasonable period of time after receipt of the complaint. Generally speaking, we aim to answer within a few working days. If we are unable to meet this deadline, we will inform you of the reasons for the delay and the expected processing time.
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Our responsible department will thoroughly review your request. If necessary, we will contact you for questions or additional information.
If the complaint is justified, it must be examined whether it is an immediately correctable defect or a defect that requires further processing.

3. Response and solutions
‍An issue that can be remedied quickly will be dealt with immediately and appropriate measures will be taken. The complainant will then be informed of the action taken. If we are unable to fully comply with your complaint, you will receive an explanation.

If we can't find a satisfactory solution for you, you can contact one of the alternative complaint offices listed below:

Österreichische Finanzmarktaufsicht (FMA):
Otto-Wagner-Platz 5
1090 Wien
Tel: +43 (0)1 249 59 – 0
E-Mail: fma@fma.gv.at

Ombudsstelle des Fachverbands Finanzdienstleister:
‍Wiedner Hauptstraße 63
1045 Wien
Tel: +43 5 90 900 4818
E-Mail: finanzdienstleister@wko.at

Schlichtung für Verbrauchergeschäfte:
‍Mariahilfer Straße 103/1/18
1060 Wien
Tel: +43 1 890 63 11
E-Mail: office@verbraucherschlichtung.at‍


‍Important information: You can find more details about Coinfinity complaint management here. The entire complaint process is free of charge and your data will be treated confidentially in accordance with the GDPR.