Bitsafe Complaints Procedure

Bitsafe prides itself on its high quality products and customer service and is taking your concerns very seriously. However, there may be times when you feel that our service has fallen below the standard you expect. If this is the case, and you wish to make a complaint, we will do our best to try and resolve the issue. The following is a simple guide to what you should do if you wish to make a complaint and also what we will do, together with other useful information.

 

What should I do if you wish to make a complaint?

We have formal complaints handling procedures in place to ensure that all complaints are handled in a way which is fair and consistent and timely.

 

WHO DO I CONTACT

Our aim is to resolve your complaint as quickly as possible. To enable us to do this, please provide your name and contact telephone number, email address, IBAN or merchant ID along with (in case of a debit card related complaint) the last 4 digits of your Bitsafe debit card, and full details of your complaint, along with any relevant documentation. Please use the below information to identify how to contact the relevant department for your complaint.

 

BITSAFE PERSONAL ACCOUNT

  • Personal IBAN

  • Bitsafe to Bitsafe Payments

  • SEPA Transfers

  • International Wire Transfers

  • ACH Payments

  • US Check Payments

  • Missing / Bounced payments

  • Currency Related Questions

  • Personal Debit Card

  • Debit Card Transaction Information

  • General Customer Inquiries Personal Debit Card

Bitsafe Payments
Customer Support
Danzigerkade 23d
1013 AP Amsterdam
Netherlands

Phone number: toll-free +80044229999 or +31 (0)20 5315700
Email: accounthelp@bitsafe.support

 

BITSAFE BUSINESS ACCOUNT

  • Business IBAN

  • Bitsafe to Bitsafe Payments

  • SEPA Transfers

  • International Wire Transfers

  • ACH Payments

  • US Check Payments

  • Missing / Bounced payments

  • Merchant Processing Inquiries

  • General Business Support Inquiries

Bitsafe Payments
Customer Support
Danzigerkade 23d
1013 AP Amsterdam
Netherlands
Phone number: toll-free +80044229999 or +31 (0)20 5315700
Email: accounthelp@bitsafe.support

As part of our services we provide payment solutions to high-risk businesses, this includes online adult entertainment websites. This means that you need to feel comfortable with adult content and interacting with the people who run those online businesses.

 

MERCHANT PROCESSING ACCOUNTS

Merchant Processing Relations:
Bitsafe Payments B.V.
Danzigerkade 23d
1013 AP Amsterdam
Netherlands

Phone number: toll-free +80044229999 or +31 (0)20 5315777
Email: merchantsupport@verotel.com

 

ADDITIONAL SUPPORT

We strive to offer means to support the needs of all our customers and make reasonable adjustments to accommodate any special circumstances. If you feel that you require special provisions or additional support, please do not hesitate to contact us.

We value the relationship with our account holders.

Please be assured that checking or making a complaint will not adversely affect your relationship with Bitsafe, and will have no impact on your ability to get financial products from us in the future.

 

WHAT WE DO NEXT

We will send you an acknowledgement letter or email of your formal complaint within 5 working days of receiving it.

We may need to contact you for further information, to try to fully understand the matter.

We will then investigate the complaint thoroughly.

We will fully respond to complaint within 15 working days, addressing all the points you have raised.
(In exceptional circumstances, we may delve into the complaint further. In this case, we may take up to 35 working days to respond. If we do extend the deadline to 35 working days, we will explain this to you within 15 working days of the original complaint.)

Please note, if your complaint relates to missing SEPA Transfers or International Wire Transfers it may take up to 8 weeks from the receipt of your original complaint for us to provide you with our final response.

 

IF YOU ARE STILL NOT HAPPY

We're committed to ensuring all complaints are fairly addressed. However, if you are unhappy with the outcome, you have the following options:

  1. You can send us more information to back up your complaint and we will explore it further.

    OR

  2. You can send your complaint to Kifid, the Dutch financial consumer protection organization OR to the (UK Based) Financial Ombudsman Service (FOS) for an impartial review. You need to do this within 6 months of the original complaint.

 

Kifid and Financial Ombudsman Service details

Kifid

Bitsafe Payments is the trade name for Bitsafe Payments B.V., an electronic money institution, licensed by the Dutch Central Bank. Bitsafe Payments / Verotel is a member of the Dutch financial consumer protection organization Kifid.

Consumer account / cardholders can file a complaint at Kifid. Complaints can be filed electronically and by regular mail using a form. This form can be downloaded at www.kifid.nl.

If your complaint is eligible for further investigation, Kifid will listen to what you say and will listen to what we say and look at all the facts. If they think we have treated you fairly, they will tell you why. If they don't think we have treated you fairly, they can make us put things right for you.

Whilst the majority of complaints are eligible for further investigation by Kifid, it is important that you are aware this does not apply in every instance. If you are in any doubt about whether your complaint is eligible for further investigation you should contact Kidf directly for clarification. Details of the types of complaints the Kifid will not consider are given on their website.

Kifid’s contact information is:

Kifid
P.O. Box 93257
2509 AG The Hague
Netherlands

Phone: +31703338999
Email: consumenten@kifid.nl

 

FCA / Financial Ombudsman Service

The Financial Conduct Authority (FCA) is the financial regulatory body in the UK for Bitsafe’s card issuer.
They provide information on complaints on their website, which can be viewed by visiting www.fca.org.uk. Any complaints that arise from the Bitsafe Debit Card can be send to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4567 or 0300 123 9 123 and (+44) 20 7964 0500 (from outside the UK)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

If your complaint is eligible for further investigation, the FOS will listen to what you say and will listen to what we say and look at all the facts. If they think we have treated you fairly, they will tell you why. If they don't think we have treated you fairly, they can make us put things right for you.

Whilst the majority of complaints are eligible for further investigation by the FOS, it is important that you are aware this does not apply in every instance. If you are in any doubt about whether your complaint is eligible for further investigation you should contact the FOS directly for clarification. Details of the types of complaints the FOS will not consider are given on their website. (www.financial-ombudsman.org.uk)