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Complaint Policy

Customer support requests vs complaints

A customer support request is a request for help, information, or assistance with using Transak’s products or services (for example, transaction status, account queries, or technical issues). These are handled through Transak’s standard customer support channels and aim to resolve issues as quickly as possible.

A complaint is an expression of dissatisfaction relating to Transak’s products, services, customer support, or employees, where a customer believes they have suffered inconvenience, financial loss, or unfair treatment and expects a formal response. Complaints are handled through Transak’s formal complaints process and are recorded and reviewed in accordance with applicable regulatory requirements.

Every complaint is taken seriously. We log them, categorize them (for example: service issues, payments, account/KYC, or staff conduct), and use this information to improve our services. Urgent matters are prioritized.

Important Information: Raising a complaint with Transak is completely free of charge. You do not need to make any changes to your account or how you use Transak in order to submit or follow up on a complaint.

How to contact Transak

Customers can contact Transak through the following channels:

  • Chat support (bot and live chat): Available 24/7 via transak.com for general support requests and to raise issues.
  • Email: Customers may contact Transak at support@transak.com for both support requests and complaints.
  • Other public channels: Transak may also receive customer communications through other publicly available channels. Where a matter qualifies as a complaint, it will be forwarded to the relevant channel and handled in accordance with the complaints process.
  • Via Post: Customers may submit complaints by post to Transak GmbH at its registered address: Kärntner Ring 5-7/771, 1010 Vienna, Austria. Complaints submitted by post shall be deemed received and acknowledged on the date of delivery in the case of registered mail, or on the date of collection from the post office in the case of standard mail.

How Transak handles complaints

Once a complaint is received, it is logged in Transak’s complaint management system, and the customer will receive an acknowledgement from the customer support team. Transak will investigate the matter and will aim to provide a reasoned response as soon as possible and, in any case, no later than 15 working days from the date of the complaint. Depending on the nature and complexity of the complaint, it may be escalated internally to relevant teams such as compliance or operations to ensure appropriate resolution.

The Details of your Complaint

To ensure the complaint is correctly identified and processed as a complaint, it is recommended that you provide us with at least the following details:

Please provide as much detail as possible to enable us to investigate and resolve the matter efficiently.

COMPLAINT SUBMISSION FORM

Filing of a Complaint

Clients wishing to submit a complaint to Transak may complete and submit the following form together with any relevant supporting documentation.

Please provide as much detail as possible to enable us to investigate and resolve the matter efficiently.

1. Complainant Information

1.a. Client Details (account holder)

Last Name / Legal Entity Name:

First Name:

EUID / National Registration Number / ID Number:

Legal Entity Identifier (LEI) (if applicable):

Client Reference Number (if available):

Address (Street, Number, Floor):

Postcode:

City:

Country:

Telephone:

Email Address:

1.b. Contact Details of the account holder (if different from above)

Last Name / Legal Entity Name:

First Name:

Address (Street, Number, Floor):

Postcode:

City:

Country:

Telephone:

Email Address:

2. Legal Representative Information (if applicable)

A power of attorney or other official document confirming the appointment of the representative must be attached.

2.a. Representative Details

Last Name / Legal Entity Name:

First Name:

Registration Number / LEI (if applicable):

Address (Street, Number, Floor):

Postcode:

City:

Country:

Telephone:

Email Address:

2.b. Contact Details (if different from above)

Last Name / Legal Entity Name:

First Name:

Address (Street, Number, Floor):

Postcode:

City:

Country:

Telephone:

Email Address:

3. Complaint Information

3.a. Reference Details of the Relevant Crypto-Asset Service or Transaction

(Please include any relevant transaction IDs, wallet addresses, order references, or other identifiers.)

3.b. Description of the Complaint

Please describe the issue in detail and provide all relevant facts.

(please provide details which are relevant to the complaint)

Please attach any supporting documents or evidence relevant to your complaint.

(please provide documents which are relevant to the complaint)

3.c. Date(s) of the Relevant Event(s)

[date]

3.d. Description of Damage, Loss, or Detriment (if applicable)

3.e. Additional Comments or Relevant Information (if applicable)

(please provide details which are relevant to the complaint)

Place:

Date:

Signature (if complaint submitted in written form)

Complainant / Legal Representative of the Complainant

Signature: (if complaint submitted in written form)

 

Supporting Documentation

Please indicate which documents are attached:

  • Power of attorney or other official document confirming representation

  • Copy of relevant contractual or transaction documentation

  • Other supporting documents relating to the complaint

 

The Complaints Management Procedure

Once a complaint is received, it is automatically registered in our complaints management system and assigned a unique reference number for tracking purposes. Customers are encouraged to provide a clear description of the issue together with any relevant supporting documents or evidence. Where additional information is required to investigate the matter, Transak may contact you for further clarification.

Transak accepts complaints received in all the official Languages of all Member States of the EU, which include the languages in which it markets its services or communicates with customers.Additional European languages may be supported in the future.

Our Customer Support team will acknowledge and assess the complaint and aim to provide an initial response as soon as possible but no later than within 72 hours. Depending on the complexity of the matter, the complaint may be escalated to relevant internal departments for further review and investigation.

Transak aims to:

  • identify the root cause of the issue;

  • resolve complaints fairly, objectively, and consistently; and

  • provide an appropriate and satisfactory resolution as quickly as possible.

Complaints are categorized according to their complexity and severity:

  • Minor complaints: typically resolved within 0–3 working days;

  • Serious complaints: typically resolved within 0–5 working days;

  • Significant complaints: may require additional investigation and are resolved within 5–15 working days.

A final response will be provided without undue delay and, in any event, no later than fifteen (15) working days from receipt of the complaint.

All complaints are recorded and monitored in accordance with Transak’s internal record-keeping and regulatory requirements.

Escalation if you are not satisfied

If a customer is not satisfied with Transak’s response to a complaint, they may escalate the matter to external dispute resolution or supervisory bodies. Within Austria and the EU, customers may use the following channels in cases where they are dissatisfied with the resolution of their complaint: