Complaints procedure
To complain, contact CoinCorner support through the help centre or the contact form and say that you are making a complaint; CoinCorner should acknowledge it, investigate and give you a written answer. The Financial Ombudsman Service does not cover CoinCorner's Bitcoin services.
CoinCorner's terms point customers with a problem to its Contact Us page. This page sets out the steps for customers of CoinCorner Ltd.
How to make a complaint
Write to support
Use the help centre or the contact form on the page to contact support, and say clearly that you are making a complaint.
Give the details
Include the email address of your account, the dates and amounts involved, any transaction IDs, what went wrong and what you would like to happen. Never include a password or a two-factor code.
Wait for the acknowledgement
CoinCorner should confirm in writing that it has received the complaint.
Receive a written answer
CoinCorner should then send a final response in writing with its decision, its reasons and what you can do if you disagree.
How long it takes
CoinCorner's main site shows no time limits for handling complaints, so none is given here. If you hear nothing, write again and quote the date of your first message.
| Stage | Time limit in business days |
|---|---|
| Acknowledgement | To be confirmed |
| Final written response | To be confirmed |
If you are not satisfied
Which outside body can look at a complaint depends on the service it is about. The page on who regulates what explains the split.
Bitcoin services
CoinCorner's Bitcoin services are not covered by the Financial Ombudsman Service, and the terms say that no ombudsman, compensation or guarantee scheme applies to them (see the plain-English summary of the terms). No outside body for complaints about the Isle of Man company is named on the main site. The Bitcoin risk disclosure explains what that lack of protection means.
E-money and payment services
Pound and euro e-money accounts and the payment services behind them are provided by Mercury Foreign Exchange Limited, which is authorised by the FCA under the Electronic Money Regulations 2011 (FRN 900858). Whether a complaint about those services can go to the Financial Ombudsman Service has to be confirmed with Mercury.
Data protection
A complaint about how your personal data is used can go to the Isle of Man Information Commissioner, the supervisory authority named in CoinCorner's terms. The privacy policy lists your rights.
Customers in the UAE
Customers of the Dubai company, CoinCorner Virtual Assets Broker & Dealer Services L.L.C, have a separate complaints policy. It is a PDF on the UAE legal page of the main site, coincorner.com/legal/uae, and applies to UAE residents only.
Start your complaint
Write to support and say that it is a complaint.