How can I submit a formal complaint to Bitvavo?
Summary
In this article, you will learn how to submit a formal complaint to Bitvavo. We explain what qualifies as a complaint, how to submit it, what the procedure looks like, and when you can expect a response. You'll also find information about the languages in which you can submit a complaint, and that filing a complaint is free of charge.
How to submit a complaint
If you're not satisfied with our service, you can submit a formal complaint in three different ways:
1. By email
Send an email to: complaints@bitvavo.com
Include the following details in your message:
- Your full name
- The email address you use for your Bitvavo account
- A clear description of the issue
- Any relevant documentation or screenshots
2. Using the online complaint form
You can also use our online complaint form below.
3. By post
If you prefer, you can send your complaint by mail to:
Bitvavo B.V.
Attn: Complaints Department
Keizersgracht 281
1016 ED Amsterdam
The Netherlands
What happens after submitting your complaint?
- You will receive an acknowledgement of receipt within 1 business day.
- We aim to respond to your complaint within 10 business days.
- If more time is needed to assess your complaint, we will inform you of the delay.
- You will receive a substantiated response via email.
Frequently asked questions
What if I disagree with the outcome?
If you are unsatisfied with how we have handled your complaint, you may submit the matter to the competent court following the User Agreement.
Can I submit a complaint if I don’t have a Bitvavo account?
Yes, you can. In that case, make sure to clearly describe the situation and your relationship to Bitvavo (for example, as a family member or recipient of a payment).