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.
Customers can contact Transak through the following channels:
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.
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: