Xcoinspay (under CF Technologies Limited) is committed to delivering high-quality services and welcomes customer feedback on its products, services, performance and staff as a means of monitoring and improving service delivery to customers, as well as enhancing organisational effectiveness and efficiency.
Xcoinspay (under CF Technologies Limited) is also committed to ensuring that all customer complaints are managed in a responsive, efficient, effective and fair manner. All complaints will be treated with respect and will receive a professional level of service throughout the complaint management process.
You can file a complaint free of charge by following the below steps:
a. Email: Send your complaint via email to [email protected]. Please include all relevant details such as your name, contact information, and a description of the issue.
Or
b. Mail: You can also choose to send your complaint by post. Please mail it to the following address: Centris Business Gateway, Level 4/W, Triq is-Salib tal-Imrieħel, Zone 3, Central Business District, Birkirkara CBD 3020, Malta. Ensure that your letter includes all necessary information for us to assist you efficiently.
To help us address your complaint promptly, please include the following information:
• Your full name and contact details.
• A detailed description of your complaint, including any relevant dates and transaction details.
• Any supporting documents or evidence that may assist in resolving your complaint.
Upon receiving your complaint, we will send you an acknowledgement within 2 business days. This acknowledgement will include:
Our team will conduct a thorough investigation of your complaint. We aim to complete this process within 15 days from the date of receipt of your complaint. If we require more time, we will keep you informed of the progress and the reasons for any delay.
Once our investigation is complete, we will communicate our findings and proposed resolution to you in writing. We will explain the reasoning behind our decision and any actions we will take to address your complaint.
We maintain a record of all complaints received and the measures taken in response. This helps us to continually improve our services and ensures that similar issues do not arise in the future.
If you are not satisfied with our response, you may have the option to escalate your complaint to Arbiter for Financial Services, N/S in Regional Road, Msida, MSD 1920, Malta. We will provide you with the necessary details should this step be required.
