Customer Complaints Policy

Can I lodge a complaint and is it free of charge?

The Customer may make a complaint about NorthCrypto's service in accordance with the provisions of this Complaints Handling Procedure. The submitting and handling of customer complaints is free of charge.


In which language should a customer complaint be made?

Customer complaints can be submitted in all the official languages of the European Union.


How can I make a complaint?

Customer complaints can be made using the template.

Download customer complaint template.

The customer can also download the template, fulfill it and send it to Northcrypto by email to complaints@northcrypto.com or by post to Kristiinankatu 1 B 25, 20100 Turku Finland.

If the customer does not want to use the template, the customer can also submit a free-form customer complaint by e-mail to complaints@northcrypto.com or or by post to above mentioned addresses. In this case, the complaint should include the following information:

  1. Customer's name
  2. Customer's personal identity number / business ID
  3. Customer's home address
  4. Customer's phone number
  5. Customer's email
  6. Description of the subject/reason for the complaint
  7. Date of appeal
  8. Description of the damage or other harm suffered
  9. Other necessary information

Conditions for the admissibility of complaints

For a complaint to be admissible, we need to know at least i) the customer’s name and contact information; and ii) a short description of the complaint’s subject matter.


Complaint handling process and timeline

Northcrypto handles complaints as follows:

  1. Receipt of complaint.
  2. The receipt of the complaint will be confirmed to the Customer without delay and the Customer will be informed of: (i) the date of receipt of the complaint, (ii) the timeframe for handling the complaint (see Section 3), (iii) the contact details of NorthCrypto's contact person for handling the Customer Complaint, and (iv) if the Customer used a template to make the complaint, a copy of the Template will be provided to the Customer.
  3. The complaint will be processed within 30 days from the date of receipt.
    1. If during the processing it is found that information is missing from the customer complaint, the necessary information will be requested separately from the customer. The submission of missing information may affect the processing time of the complaint.
    2. If, exceptionally, the complaint would take more than 30 days to process, NorthCrypto will immediately inform the customer separately.
  4. Once the customer complaint has been processed, NorthCrypto will promptly provide the client with a clear decision responding to all relevant issues of complaint.
  5. The decision will be communicated to the complainant within no more than 30 days.
  6. The decision includes the possible remedies available to the complainant.

Responsibility for Complaints Handling Procedure

A separate contact person will be appointed for each customer complaint and NorthCrypto's top management will oversee the implementation of this Complaints Handling Procedure. Our function responsible for complaints handling procedure is Complaints team and that complaints send by post must be addressed to it.


Do you have any questions?

You can ask questions about customer complaints by e-mail to: complaints@northcrypto.com.