Xcoins (under CF Technologies Limited) is committed to delivering high-quality services and welcomes customer feedback on its products, services, performance and staff as a means of monitoring and improving service delivery to customers, as well as enhancing organisational effectiveness and efficiency.
Xcoins (under CF Technologies Limited) is also committed to ensuring that all customer complaints are managed in a responsive, efficient, effective and fair manner. All complaints will be treated with respect and will receive a professional level of service throughout the complaint management process.
1. How to File a Complaint
You can file a complaint free of charge by following these steps:
2. Complaint Details Required
To help us address your complaint promptly, please include the following information:
3. Acknowledgment of Complaint
Upon receiving your complaint, we will send you an acknowledgement within 2 business days. This acknowledgement will include:
4. Investigation and Response
Our team will conduct a thorough investigation of your complaint. We aim to complete this process within 15 days from the date of receipt of your complaint. If we require more time, we will keep you informed of the progress and the reasons for any delay.
5. Outcome and Resolution
Once our investigation is complete, we will communicate our findings and proposed resolution to you in writing. We will explain the reasoning behind our decision and any actions we will take to address your complaint.
6. Record Keeping
We maintain a record of all complaints received and the measures taken in response. This helps us to continually improve our services and ensures that similar issues do not arise in the future.
7. Further Recourse
If you are not satisfied with our response, you may have the option to escalate your complaint to Arbiter for Financial Services, N/S in Regional Road, Msida, MSD 1920, Malta. We will provide you with the necessary details should this step be required.
Annex 1 – Complaints Form
1. Information on the Complainant
1.1. Personal Data of the Complainant
Last Name / Legal Entity Name
First Name
Registration or ID Number
LEI (if available)
Client Reference (if available)
Address (for firms registered address)
Street, Number, Floor
Postcode
City
Country
Telephone
1.
1.1.
1.2. Contact Details (if different from 1.1)
Last Name / Legal Entity Name
First Name
Address (for firms registered address)
Street, Number, Floor
Postcode
City
Country
Telephone
1.3. Personal data of the legal representative (if applicable) (a power of attorney or other official document as proof of the appointment of the representative is required)
Last Name / Legal Entity Name
First Name
Registration or ID Number
LEI (if available)
Address (for firms registered address)
Street, Number, Floor
Postcode
City
Country
Telephone
1.
1.1.
1.2.
1.3.
1.4. Contact Details (if different from 1.4)
Last Name / Legal Entity Name
First Name
Address (for firms registered address)
Street, Number, Floor
Postcode
City
Country
Telephone
2. Information about the complaint
2.
2.1. Full reference of the crypto-asset service or agreement to which the compailnt relates (i.e name of the crypto-asset service provider, crypo-asset service reference number, or other references of the relevant transacation)
2.2. Description of the complaint’s subject-matter (please provide documentation supporting the facts mentioned)
2.3. Date/s of the facts that have led to the complaint
2.4. Description of damage, loss or detriment caused (where relevant)
2.5. Other comments or relevant information (where relevant)
_______________________________
Signature
Date __________________________
3. Complainant / Legal Representative
Documentation provided (please check the appropriate box)
Power of attorney or other relevant document
Copy of the contractual documents of the investments to which the complain relates
Other documents supporting the complaint
