Bitpace strives to always provide an enjoyable experience and timely customer service of the highest quality. Despite our efforts, if there is an event where we could not meet your expectations, please inform us as soon as possible, in order for us to resolve your issue in a prompt and fair manner.
On the rare occasion where our customer service representatives could not provide you with a satisfactory resolution of your issue or query, related to our services, you as our valued customer, have the right for your complaint to be escalated for us to investigate the case and provide you with a final decision.
Filing a complaint
Should you choose to file a complaint, you can do so via all our supported communication channels.
Relevant information
In order to resolve your complaint in a timely manner, it is important for you to provide us with as much information as possible, including:
Full names
Email registered in our systems
Mobile phone number
Details of and circumstances surrounding your complaint.
What are we going to do?
When received, your complaint will be assigned to a customer service representative, who will investigate and offer a resolution.
If you are not satisfied with the answer received, you can request your case to be escalated for further consideration. Then, we will investigate your case thoroughly and carefully and all its surrounding circumstances.
The Complaints Handling Officer will send a final response to your complaint within 14 days of its submission date. In case further investigation, extending this time frame, is needed you will be duly informed. The final response covers Bitpace's official position regarding your concerns and requests.
If you are not satisfied with the above-mentioned final decision, you can further escalate your complaint to a relevant authority, body, or institution which will investigate your case as an independent party.