EU - How to submit a complaint

Last updated: March 2, 2026

How to Submit a Complaint

Last Updated: February 2026

Steps and information required to submit a complaint to Crossmint.

How to File a Complaint

If you'd like to submit a complaint to Crossmint, please contact our Support team through one of the following methods:

Important Notes:

  • Our Customer Support Officer will review your case and aim to provide a written decision within commercially reasonable times

  • All complaints submitted to Crossmint are handled free of charge

Information Required for Your Complaint

To help us address your concerns effectively, please be prepared to provide the following information:

1. Complaint Details

Please include:

  • Full reference of the crypto-asset service or agreement to which the complaint relates

    • Transaction ID or reference number

    • Order number

    • Other relevant transaction references

  • Description of the complaint's subject matter

  • Documentation supporting the facts mentioned

  • Date(s) of the events leading to the complaint

  • Description of any damage, loss, or detriment caused (if applicable)

  • Any other relevant comments or information that may help us understand and resolve your complaint

2. Complainant Information

If you are submitting as an individual:

  • Last name

  • First name

  • Client reference (if available)

  • Address (Street, number, floor)

  • Postcode

  • City

  • Country

  • Telephone

  • Email

If you're submitting as a legal entity:

  • Legal entity name

  • Registration number

  • LEI (Legal Entity Identifier) - if available

  • Client reference (if available)

  • Registered office address (Street, number, floor)

  • Postcode

  • City

  • Country

  • Telephone

  • Email

3. Contact Details (if different from above)

If your correspondence address or contact information differs from the information provided in section 2, please provide:

  • Name/Legal entity name

  • Address (Street, number, floor)

  • Postcode

  • City

  • Country

  • Telephone

  • Email

4. Legal Representative Details (if applicable)

If a legal representative is filing the complaint on your behalf, please provide:

  • Last name / First name / Legal entity name

  • Registration number and LEI (if available)

  • Address (Street, number, floor)

  • Postcode

  • City

  • Country

  • Telephone

  • Email

  • Proof of representation – A power of attorney or other official document confirming their appointment

Supporting Documentation

When submitting your complaint, please indicate which documents you are providing and attach them to your complaint:

  • Power of attorney or other relevant document

  • Copy of contractual documents of the investment(s) to which the complaint relates

  • Other documents supporting the complaint

Template to submit a complaint

Note: This structure reflects what Crossmint Europe, S.L., currently expects for complaints. It may be updated as our website and processes evolve.

Alternative Dispute Resolution

If we are unable to resolve the complaint or dispute to your satisfaction, you have the right to seek to resolve the dispute through an alternative dispute resolution (ADR) procedure, facilitated by an EU-approved ADR provider. Further, you may be eligible to use the European Online Dispute Resolution (ODR) platform, available at http://ec.europa.eu/consumers/odr/, to resolve any dispute with us. The use of an ADR or the ODR platform does not prohibit you from pursuing legal remedies in your local jurisdiction.

Tips for Filing an Effective Complaint

To help us resolve your complaint quickly and efficiently:

  1. Be Specific: Clearly describe the issue and what resolution you're seeking

  2. Provide Evidence: Include all relevant documentation and transaction details

  3. Be Accurate: Ensure all information provided is accurate and complete

  4. Stay Professional: Maintain a respectful and professional tone

  5. Be Patient: Allow us time to investigate your complaint thoroughly

Frequently Asked Questions

How long will it take to resolve my complaint?

We aim to provide a written response in a commercially reasonable timeframe. Complex cases may require additional time, and we will keep you informed of any delays.

Will filing a complaint affect my account?

No. Filing a complaint will not negatively impact your account status or your ability to use Crossmint services.

What if I need help filing my complaint?

Our support team is here to help. Contact us at support@crossmint.com for assistance.

Can I withdraw my complaint?

Yes, you can withdraw your complaint at any time by contacting our support team.

Contact Information

General Support:

Note: This complaints procedure reflects Crossmint's current process and may be updated as our services and processes evolve. The "Last Updated" date at the top of this page reflects the most recent revision.

Your Rights

By submitting a complaint, you do not waive any legal rights you may have under applicable consumer protection laws or regulations. Filing a complaint with Crossmint does not prevent you from seeking other remedies available to you under law.