It is our aim to provide a high level of service to all our clients all the time. We value all feedback and use it to enhance our products and services. We appreciate that from time to time, things can go wrong or there can be misunderstandings. We are committed to dealing with queries and complaints positively and sympathetically. Where we are at fault, we aim to put things right at the earliest opportunity.
If you have a query regarding your account or your dealings with Crypto Facilities, you should notify the Client Support team as soon as possible, by submitting a support ticket.
Our Client Support team will determine whether your query can be resolved immediately or if it will require further investigation. Most queries can be resolved immediately or within 24 hours. If your query requires further investigation, we will endeavour to contact you within five business days of the initial query to advise you of the outcome.