Complaints

Do you have a formal complaint? 

We strive to give you the best possible service and we take your feedback seriously. If you wish to make a formal complaint, you can: 

• email us at [email protected] with a subject line containing “Formal Complaint”; 
• using our web form; or
• send us a letter by post to Bitvavo B.V., Keizersgracht 281, 1016 ED Amsterdam, The Netherlands 

Complaints will be addressed and responded to free of charge. 

Complaints may be submitted in English, Dutch, German, French, Spanish, Italian. 

The following information is required for processing the complaint: 

• Complete contact details (name, address, email address) of User;
• Reason for the complaint (e.g. buy/sell order, costs and fees, other);
• A comprehensive description of the situation;
• Copies of relevant documents, if available. 

We aim to solve your issue within 10 business days, and it could take up to two months from our acknowledgment that we have received your complaint. 

If you are not satisfied with the way we handled your complaint, you can refer the matter to the competent court under the User Agreement. 

PLEASE NOTE 

If you file a complaint it is possible to send a copy to AFM - Authority For Financial Markets Information Line in the Netherlands. The AFM is able to decide whether we have violated the rules or to investigate our practices. The AFM will not provide any remarks to the complaint or offer a solution in the dispute. See https://www.afm.nl/en/consumenten/klachten for (contact) details.