Formal complaint handling process
The Complaints Handling Procedure (the “Procedure”) is established and drawn to address the handling of complaints received from users who are registered as OKCoin Europe Ltd (“OKX” or the “Company”) customers, and are based within the European Union or European Economic Area. The Procedure sets out how to make a complaint, a summary of the complaints handling processes, and the escalation routes should you not be happy with our final response.
How to file a complaint
If you'd like to speak to someone about an issue that is concerning you, you may wish to contact HelpDesk through our Customer Support team. If you haven't received a sufficient response within 30 Business Days from when you contacted Customer Support, you may wish to consider the below, for free.
However, if you wish to file a formal complaint you may do so either:
Via our online complaint form here.
By submitting the complaints form (available in all 24 Official EU Languages) to the email complaints.eu@okx.com.
By downloading and sending the complaints form by registered post to 66A, The Strand,Sliema, SLM1022.
OKX action
Once the Complaint is received, we endeavour to investigate and solve complaints promptly. We may request for additional information and shall contact you or your representative via the contact details you have shared through the submitted complaints form. In any case, we'll acknowledge your complaint within three business days from the date of receipt to let you know we're looking into it. In terms of OKX processes, we'll generally provide our final response letter to the complaint filed within 15 Business Days, if for whatever reason it's not possible, we'll keep you informed of the new timeline to issuing the final response letter.
Final response letter
As mentioned above, once a complaint is received and it's investigated internally, we'll share a final response letter which shall include among other matters the decision taken, and if applicable information on how to refer your complaint to the Office of the Arbiter of Financial Services.
Office of the Arbiter of Financial Services (OAFS)
If you aren't satisfied with the content of the Final Response Letter, you may refer to the Office of the Arbiter of Financial Services in Malta.
Complaints handling procedure in other languages
Data protection
OKX, as the data controller, provides this Privacy Notice Statement to describe our practices regarding processing of Personal Data.
You may find the complaint template in the table below:
Language | Template |
|---|---|
Bulgarian | Click here |
Croatian | Click here |
Czech | Click here |
Danish | Click here |
Dutch | Click here |
English | Click here |
Estonian | Click here |
Finnish | Click here |
French | Click here |
German | Click here |
Greek | Click here |
Hungarian | Click here |
Irish | Click here |
Italian | Click here |
Latvian | Click here |
Lithuanian | Click here |
Maltese | Click here |
Polish | Click here |
Portuguese | Click here |
Romanian | Click here |
Slovak | Click here |
Slovenian | Click here |
Spanish | Click here |
Swedish | Click here |
Please note this page is solely for formal complaint. Our Customer Support Team remains available to address any other concerns or issues that you may have. Kindly reach out to us here.