Make a complaint?

Make a complaint?

How to Complain:

• We’re here to help
• Sometimes, things can go wrong. We encourage customers to tell us about it so we can try and put it right
• If you would like to speak to us, there are various ways to get in touch:

Ways to contact us:

• Live Support via your Xapo Bank App.
• Email sent to [email protected]
• In Branch

What happens after you make a complaint?

We’ll always try to resolve your complaint as quickly and fairly as possible. If we can’t resolve it there and then, we’ll take it away for further review.

After 15 days

If we haven't resolved your complaint within 15 days, we will contact you with an update.

After 35 days

We’ll send you a final response. Our aim is to resolve your complaint well before this.

If you are unhappy with the outcome

• If you are unhappy with the outcome of your complaint, you should contact customer support and request it be referred to Management level.
• If you still remain dissatisfied with the outcome after a review by Xapo Bank Management, you may report your complaint to the GFSC (see below) or to the Alternative Dispute Resolution Service as outlined in our Customer Complaints Procedure/Flyer.

The Gibraltar Financial Services Commission

PO Box 940 Suite 3, Ground Floor, Atlantic Suites, Europort Avenue Gibraltar

Telephone Number: +350 200 40283

If the complaint involves personal data or Data Protection Regulation infringements and you are dissatisfied with the outcome of your complaint, you may refer the complaint to the Supervisory Authority:

Gibraltar Regulatory Authority 2nd Floor, Eurotowers 4 Europort Road Gibraltar

Telephone: (+350) 20074636 Email: [email protected]