Complaints

Zero Hash Europe is committed to offering a clear, robust, and efficient complaint handling process to our customers. We’ve allocated adequate staffing and resources to ensure we can meet our customer’s needs and regulatory requirements including:

• Providing support in the official languages of the European Union
• Fourteen hours of coverage on weekdays and 8 hours of coverage on weekends, with an average first response time under two hours ensures satisfactory complaint response times
• A Quality Assurance program that reviews complaints on a monthly basis for adherence to our complaint handling processes

Submit a complaint

Complaints may be submitted free of charge. If you would like to submit a complaint to Zero Hash Europe, you can do so either via our online Complaints submission form, or via the standard Complaints Form you will find below. It is also possible to file a complaint via physical mail. Please address it to:

Zero Hash Europe BV
Herengracht 244-3
1016 BT Amsterdam
The Netherlands

We encourage you to use our Standard complaints form as set out in the online submission form. However, this is not mandatory.

At a minimum, your complaint will have to contain the following:

• Your full name
• Your email address
• Wallet Address (if applicable)
• A detailed description of the complaint
• Your specific demand regarding the complaint

To provide you with the best possible help, please provide us with detailed information on your complaint, where relevant with supporting documents or evidence available that can help us better understand the issue and handle your complaint.

Timeline

At Zero Hash Europe, we strive to handle your complaint within 2 months from the date it is received. If, for any unexpected reason, resolving your complaint takes longer, we will inform you and explain the reasons for the delay and the date by which we expect to provide a response.

Procedure

When you submit a complaint, we follow a structured process.

First, you will receive an automated response confirming that we have received your complaint. This lets you know that your message has reached us.

Next, we review your complaint to determine if it qualifies as admissible. If it is admissible, you will receive a formal acknowledgement with relevant details. If it is not admissible, we will send you a formal response explaining the reasons why. You will hear from us within 2 business days.

For admissible complaints, we conduct a thorough review. This may involve consulting with other departments or requesting additional information from you to ensure we fully understand the issue. Finally, we make a decision regarding your complaint. We will communicate this decision to you within 30 calendar days of receipt, addressing all main points and providing reasons for the outcome. If we cannot resolve your complaint within 30 calendar days of receipt, we will let you know and tell you why.

If the decision is not in your favour, we will explain why and provide information on available remedies.