Complaints

CoinfloorEX¹ endeavours to provide the highest level of service. However, we recognise that customers may sometimes be dissatisfied with some or part of our service.
 
Statements of dissatisfaction can be delivered to us by phone or email. You must alert us as soon as possible about any disputes. The sooner we are informed the easier it will be to resolve your case.
 
In the first instance, please contact our Support Team, who are able to resolve most disputes. The majority of grievances occur as a result of a misunderstanding and can usually be resolved easily. Support will request that you provide full details of your issue (for example, a trade dispute will require a date and time). The more information you provide the easier it will be for the Support team to assist with your dispute. The Support Team will endeavour to resolve the matter within two weeks.
 
If the Support Team is unable to resolve your issue and you wish to formalise your dispute you can escalate your issue to the Compliance Department. Compliance will independently review your grievance, ensuring that where at fault, Coinfloor puts things right at the earliest opportunity.

Formal complaint escalations must be sent to us in writing. The Compliance department will then carry out their impartial review in order to assess whether you were treated fairly and Coinfloor met its contractual obligations. A full written response will be provided within eight weeks of our receipt of the complaint.

Email Address: [email protected].

¹ CoinfloorEX is a trading name of Coinfloor Limited (BVI). A wholly owned subsidiary of Coinfloor Limited a company incorporated in England and Wales.