Legal

Complaints

We aim to provide a reliable and transparent service. If something has gone wrong or you are unhappy with any aspect of Bitsimple, we want to know so we can put it right as quickly as possible.

1. How to make a complaint

You can raise a complaint by emailing [email protected] or by submitting a message through our in-app support chat.

To help us investigate efficiently, please include:

Your full name and account email.
A clear description of what happened.
The date(s) and any relevant transaction or reference numbers.
What outcome you are seeking.

2. Acknowledgement

We aim to acknowledge receipt of your complaint within 2 working days. Once acknowledged, your complaint will be logged and assigned for review.

3. Investigation and response

We will investigate your complaint fairly and impartially. This may involve reviewing account activity, transaction records, and communications with our partners.

We aim to provide a final response within 15 working days. If we need more time, we will explain why and keep you informed of progress.

4. Outcome

Our response will explain our findings, any action we have taken or will take, and the reasons for our decision. Where appropriate, this may include an apology, correction, or refund in line with our Terms of Service.

5. Escalation

If you are not satisfied with our final response, you may be able to escalate your complaint to an external body, depending on your location and the nature of the complaint.

In the UK, this may include the Financial Ombudsman Service or another relevant authority, where applicable. We will provide details in our final response if escalation is available.

6. Record keeping

We keep records of complaints and outcomes for regulatory, training, and service improvement purposes, in line with our Privacy Policy.

Our commitment

We take complaints seriously and view them as an opportunity to improve. Thank you for raising concerns and giving us the chance to address them.