Formal complaint handling process

Published on Jan 23, 2025Updated on Jan 29, 20252 min read2

Our company takes pride in delivering high-quality service and support, valuing your feedback to ensure the best possible experience. Please note that a customer support ticket ID is required to submit a complaint. If you have not reached out to our customer support team, please raise a ticket with them first via support@okx.com.

If you have already reached out to Customer Support and would still like to file a Formal Complaint, you can:

Fill out our online complaint form here; or
Download the complaint template below, available in Official EU Languages, and return it to us via:
- Email at complaints.eu@okcoin.com with a subject line of “Formal Complaint”; or
- Send by registered post to this registered address, OKCoin Europe Limited, 66a, The Strand, Sliema, SLM1022, Malta.

We strive to solve your issue within 15 business days. In exceptional circumstances where the process may take longer, we will notify you in advance. Customers are not subject to any fees or charges for the submission or handling of any complaints with OKCoin Europe Limited.

You may find the complaint template in the table below:

Language	Template
Bulgarian	Click here
Croatian	Click here
Czech	Click here
Danish	Click here
Dutch	Click here
English	Click here
Estonian	Click here
Finnish	Click here
French	Click here
German	Click here
Greek	Click here
Hungarian	Click here
Irish	Click here
Italian	Click here
Latvian	Click here
Lithuanian	Click here
Maltese	Click here
Polish	Click here
Portuguese	Click here
Romanian	Click here
Slovak	Click here
Slovenian	Click here
Spanish	Click here
Swedish	Click here

Please note this page is solely for formal complaint. Our Customer Support Team remains available to address any other concerns or issues that you may have. Kindly reach out to us here.

Disclaimer
This content is provided for informational purposes only and may cover products that are not available in your region. It is not intended to provide (i) investment advice or an investment recommendation; (ii) an offer or solicitation to buy, sell, or hold digital assets, or (iii) financial, accounting, legal, or tax advice. Digital asset holdings, including stablecoins and NFTs, involve a high degree of risk and can fluctuate greatly. You should carefully consider whether trading or holding digital assets is suitable for you in light of your financial condition. Please consult your legal/tax/investment professional for questions about your specific circumstances. Information (including market data and statistical information, if any) appearing in this post is for general information purposes only. While all reasonable care has been taken in preparing this data and graphs, no responsibility or liability is accepted for any errors of fact or omission expressed herein. Both OKX Web3 Wallet and OKX NFT Marketplace are subject to separate terms of service at www.okx.com.

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