Complaints Handling Procedure
At CoinGate, we take every complaint seriously and are committed to resolving them efficiently and fairly. Our process adheres to the Markets in Crypto-Assets (MiCA) Regulation (EU) 2023/1114, effective January 1, 2025.
Important: A complaint must be filed within 3 (three) months from the date the Customer became aware or ought to have become aware of the violation of their rights or legitimate interests.
This page provides clear guidance on how to file a complaint, the timeframes for resolution, and the steps we take to ensure your concerns are addressed.
Who Can File a Complaint?
Our process is open to:
- Private Users – Individuals using CoinGate services for personal purposes.
- Business Users – Companies and organizations utilizing CoinGate solutions.
Choose the appropriate form below to start the process:
- File a Complaint – Private Users
- File a Complaint – Business Users
Complaint Submission Process
- Download the Complaint Form
You can download the complaint form from our website or your CoinGate dashboard. - Submit the Completed Form
Once you have filled out the form, please send it to complaints@coingate.com. - Acknowledgment of Receipt
You will receive confirmation that your complaint has been received and is under review. - Review and Admissibility
- If your complaint is deemed not admissible, we will notify you with a rejection message or request additional information if needed.
- If your complaint is admissible, we will assess whether it can be resolved immediately.
- Resolution Process
- If the complaint can be resolved immediately, we will send you the resolution details, and the case will be considered resolved.
- If the complaint requires further processing, you will be onboarded onto Avokaado, where the complaint will be uploaded with your approval.
- Final Confirmation
Once the complaint is resolved to your satisfaction, you will be prompted to provide a digital signature confirming the resolution.
How We Handle Your Complaint
Step-by-Step Process
- Initial Review
- We monitor our dedicated channels and email inbox for new complaints.
- The complaint template is reviewed to ensure all fields are completed with sufficient detail.
- If necessary, we will contact you to request additional information.
- Complaint Registration
- A Jira ticket is created in our dedicated complaint board to track the progress.
- Investigation and Onboarding
- If immediate resolution isn’t possible, the complaint is uploaded to the Avokaado platform.
- You will receive a request to approve the uploaded complaint template via the Avokaado dashboard.
- Assigning Dedicated Staff
- Upon your approval, our dedicated staff is onboarded into Avokaado, and the investigation begins.
- Resolution and Communication
- Once the investigation is complete, a remediation plan is created.
- Our customer support team will explain the resolution and next steps to you. If you are satisfied, we will request your digital signature in Avokaado to confirm the resolution.
- Final Approval
- Upon receiving your signed approval, the document is reviewed and signed by our General Manager and dedicated staff.
- The complaint is marked as resolved in Jira, completing the process.
Timeframes for Complaint Resolution
We categorize complaints by severity, which determines the timeframe for resolution. Note: Timeframes account for document onboarding, review, approval, and signing procedures. A 10% buffer is recommended for formal procedures (e.g., 3 days for low-severity complaints).
| Complaint Type | Severity Category | Resolution Timeframe |
|---|---|---|
| Complaint Admission | – | 10 working days from receipt. |
| Complaint Resolution | Low | 30 working days from admission. |
| Complaint Resolution | Medium | 10 working days from admission. |
| Complaint Resolution | High | 5 working days from admission. |
Dormant Complaints
Complaints are deemed dormant and closed if no response is received within the set severity timeframe.
| Complaint Type | Timeframe |
|---|---|
| Complaint Not Admissible | Closed after 10 working days if no response from the complainant. |
| Low-Severity Complaint | Closed after 30 working days if no response from the complainant. |
| Medium-Severity Complaint | Closed after 10 working days if no response from the complainant. |
| High-Severity Complaint | Closed after 5 working days if no response from the complainant. |
Complaint Refusal Criteria
In certain situations, CoinGate reserves the right to refuse complaints. These include:
- Duplicate Complaints: Complaints that are identical to those already being examined by another competent authority or court, or for which a decision has already been made.
- Anonymous Complaints: Complaints submitted without sufficient identification of the complainant.
- Late Submissions: Complaints submitted more than 3 (three) months after the date the Customer became aware or ought to have become aware of a violation of their rights or legitimate interests.
How to Onboard and Use Avokaado
If your complaint requires further investigation:
- Avokaado Onboarding: You will receive an onboarding invitation via email.
- Signing Up: Follow the provided link to create an account and access your complaint file.
- Approval Process: Review and approve the uploaded complaint form in the Avokaado dashboard.
Contact Us
If you have questions about the process or need assistance with Avokaado, please contact our support team at support@coingate.com.