Raise a complaint
At Altery, we are committed to delivering the highest quality service to our customers. However, if our service doesn’t meet your expectations, we want to know so we can make it right. This Complaints Handling Policy explains how you can raise a free of charge complaint, how we will handle it, and what rights you have under applicable laws.
Resolving issues before a formal complaint
Before submitting a formal complaint, we encourage you to explore the following options:
Contact our customer support: Many issues can be resolved quickly by contacting our support team through the contact methods available in your region.
Account Management: Log in to your account to check for any service updates or resolve minor issues through self-service options.
Submitting a formal complaint to us
If your issue isn’t resolved, you can submit a formal complaint by sending an email to [email protected].
Please include:
Your full name
Contact details
Account information
A clear description of the issue
Any relevant documents or evidence
What resolution you are seeking (optional)
Alternatively you can use any of the following methods, depending on your region:
UK - Altery Ltd
Postal Address: Office 24, HGS 24, One Canada Square, London, E14 5AB
Contact number: +44 (0) 2081 911 211
Cyprus - Altery EU Ltd
Postal Address: Nikou Pattichi 36 , PC 3071 Limassol
What happens after you submit your complaint?
Once your complaint is received:
We will acknowledge your complaint within three (3) working days.
Your complaint will be reviewed in line with applicable laws and our internal procedures.
We aim to resolve all complaints within 15 business days. On rare occasions, we may need to extend the deadline to investigate your case in detail and we’ll let you know if we need more time.
We will assess whether your complaint contains the minimum required information.
If anything is missing, we will contact you and give you the opportunity to provide additional details.
If your complaint is inadmissible, we will explain why.
Final response and escalation
Once resolved, we will send you a final response letter outlining the outcome of our investigation.
If we are unable to resolve the issue within 15 business days, we will notify you of the delay and provide a new resolution date, which will not exceed 35 business days.
If you are unsatisfied with our final response or if more than 35 business days have passed without a resolution, you may be eligible to escalate your complaint to a relevant dispute body.
What if I’m not happy with the outcome?
If you’re not happy with our final response, you can forward your complaint to the dispute body in your region — see the regions below.
United Kingdom, or any region not listed below
Financial Ombudsman Service (FOS)
Contact details:
Telephone: 0800 023 4567
Email: [email protected]
Website - https://www.financial-ombudsman.org.uk/
You must refer your complaint to the FOS within 6 months of receiving our final response.
How can I check if I’m eligible to escalate my complaint to the Financial Ombudsman Service (FOS)?
You’re eligible to escalate your complaint to the Financial Ombudsman Service if:
The dispute involves an amount of £375,000 or less for complaints about events that happened after 1 April 2019 (or £150,000 for earlier events).
You submitted a formal complaint to us within six (6) months of receiving our final response.
You received our final response within eight (8) weeks of us acknowledging your complaint.
No court has issued a ruling on the complaint, and there is no ongoing legal action about the matter.
Republic of Cyprus (for payments services across the EEA)
If your complaint or dispute remains unresolved after following our internal procedures, you may refer the matter to the Approved Dispute Resolution (ADR) scheme. For those who wish to escalate their complaint to the Financial Ombudsman or an ADR, relevant contact details are provided below:
Financial Ombudsman of the Republic of Cyprus:
Address: 13 Lord Byron Avenue, 1096 Nicosia, Cyprus
Phone: 22-848900
E-mail:[email protected]
Website: www.financialombudsman.gov.cy
Competition and Consumer Protection Service, Address: 6 Andrea Araouzou, Nicosia,1421, Cyprus, Website: http://www.mcit.gov.cy/ccps
More information about Alternative Dispute Resolutions (ADRs) and Online Dispute Resolution (ODR) can be found at: http://ec.europa.eu/odr
How can I check if I’m eligible to escalate my complaint to the Financial Ombudsman?
You’re eligible to escalate your complaint if:
Your complaint is related to the provision of payment services in the EEA or any other service provided by Altery EU Ltd.
The amount in dispute is €170,000 or less.
You submitted a formal complaint to us within 15 months of the issue occurring.
You received our final response within three (3) months of us acknowledging your complaint.
No court has ruled on the complaint, and there is no ongoing judicial process about it.
How can I check if I’m eligible to escalate my complaint to the Financial Ombudsman?
You’re eligible to escalate your complaint if:
Your complaint is related to the provision of Crypto-asset services in the EEA or any other service provided by Altery Connect EU B.V.
You submitted a formal complaint to us and exhausted Altery’s internal procedure. Exhaustion of the procedure is defined as a:
(a) failure to respond to your internal complaint within a reasonable timeframe or
(b) the provision of a final written response that you consider unsatisfactory
You submit your complaint to Kifid within one year of the date of Altery's final decision.
No court has ruled on the complaint, and there is no ongoing judicial process about it.