We are committed to managing and resolving customer complaints regarding crypto-asset services provided by Goobit through BT.CX in a fair, prompt, and transparent manner. Our Complaints Handling Policy, developed in accordance with the EU Regulation on Markets in Crypto-Assets (MiCA), ensures that our customers can easily and accessibly voice their concerns regarding our crypto-asset services.
Submitting a Complaint
Customers may submit complaints free of charge by downloading and completing the form below, and sending their complaint via email, the web form below, or by post.
Email address: [email protected]
Postal address: Kivra: 556911-9992, 106 31 Stockholm
Complaints may be submitted in either Swedish or English and should be addressed to the “Complaints Officer”.
If you choose not to use the downloadable form to describe your complaint, it is important that you provide the following information to allow us to process your complaint efficiently:
Name and contact information
A description of the service(s) to which the complaint relates
Details of the complaint and any relevant attachments necessary to understand and address the issue
Process and Timeframes
We acknowledge receipt of complaints promptly and clearly inform you about the handling process and whether the complaint is deemed admissible.
Complaints are thoroughly investigated, and customers are kept informed throughout the process. Our aim is to respond to complaints within 14 days of receipt. In the event of a delay, the customer will be informed accordingly.
A final decision will be communicated in writing via email or, upon request, by post. The response will include clear reasoning for the decision and information on available remedies if the complaint cannot be fully resolved in the customer's favor.
Transparency and Accessibility
Our complaints handling process, including a downloadable form, is available on our website.
We have established and maintain secure electronic records of all complaints to ensure consistent handling and a high standard of service.
Resources for Complaint Handling
Download the complaints form and fill out all details. After finishing the form, please send it to our customer support.
Our team, with solid experience in complaints management, is granted access to all necessary information to ensure efficient resolution.
We value our customers’ trust and strive to handle any dissatisfaction with care and professionalism.
Additional Guidance and Support
If the decision made regarding a customer’s complaint does not meet their expectations, the matter may be escalated to the Swedish National Board for Consumer Disputes (ARN) or brought before a general court. For more information on consumer-business disputes, see www.arn.se.