Complaints

CoinJar Europe Limited ("CoinJar Europe", “CEL”, "the Firm", “we”, “our” or “the Company”) believes that a transparent, fair and responsive complaints process is essential to nurturing customer trust and upholding our organisational values of integrity, impartiality and professionalism. We therefore foster a positive complaint-management culture in which every expression of dissatisfaction is welcomed as a valuable opportunity to improve our products, services and customer experience.

Approach

The Company adopts a Complainant-focused, transparent approach, and is committed to resolving Complaints by acting in a timely, fair, clear and constructive manner. The Company continuously strives to provide a high standard of services to its customers:

• The Company dedicates adequate resources to the management of Complaints.
• Complaints are investigated and responded to in a timely manner (no later than within the terms established in this Policy and applicable legal acts).
• Information provided by the Complainant is processed in full compliance with the requirements relating to personal data protection.
• All conflicts of interest are established and eliminated.
• The employees responsible for the handling of the Complaints have appropriate knowledge, competence and experience, as well as access to all relevant information necessary to deal with Complaints.
• All Complaints are accepted, and the Complainants are informed about the free-of-charge Policy.
• The Complaints received as well as the information on the measures taken to resolve the Complaints, are registered and stored properly and organised.
• Recurring and systemic Complaints are identified and remedied.
• Financial Services and Pensions Ombudsman, as an out-of-court institution resolving disputes between the Company and the Irish based customer and other interested parties, including consumer associations, receives full cooperation from the Company.
• The Policy is effective and, if necessary, reviewed and updated.
• An appropriate internal information sharing system, ensuring an effective Complaints handling process, is in place.
• Accurate records are kept, and any required data is submitted to the Financial Services and Pensions Ombudsman and Central Bank of Ireland.

Our objectives are to ensure that complaints are handled effectively, promptly and fairly; that complainants always know where they stand; and that Complaint data feed directly into risk management, product design and staff training.

How to submit a complaint

Complainants may submit Complaints via email (coinjareucomplaints@coinjar.com), post (Head of Operation, CoinJar Europe Ltd, 13 Adelaide Road, Dublin 2, D02 P950, Ireland), or the secure online portal within the Customer’s dashboard. Complaints may also be made verbally by phone or in person. Use of CEL templates is encouraged but never mandatory.

Complainants are encouraged to use the online template for the submission of Complaints. However, Complaints may also be submitted in a free-form document that contains at least the following information:

• The Complainant’s name, surname;
• Date of filing the Complaint;
• The actions of the Company and/or its employees are complained about (circumstances of the dispute);
• The Complainant’s requirements;
• The Complainant’s precise correspondence address or email address, specifying the way in which the Reply is expected to be received;
• Other contact details of the Complainant, specifying the way in which the Complainant prefers to communicate.

Customer Experience:

following a complaint submission

• Every Complaint is logged in the Complaint Register and acknowledged by our Operations team. Complaints must be acknowledged within 5 business days after their receipt, informing the Complainant whether the Complaint is admissible (i.e., accepted or refused).
• Internal Review and where possible a suggested outcome within 8-10 days, where necessary additional information may be requested here.
• As per our official acknowledgement response, we will advise you can expect a response within no later than 15 business days, where necessary additional information may be requested here.
• Where the complaint is still open an update/solution will be provided between 15 -20 business days.
• CoinJar, where the complaint is still open an update/solution will be provided within 20-30 business days, where necessary additional information may be requested here.

Jurisdictional Information

If you are not satisfied with the resolution provided, you may have the right to escalate your complaint to the Financial Services and Pensions Ombudsman (FSPO) in Ireland or the European Ombudsman-FIN NET.

We will provide full contact details for both these entities in our final response, if applicable.