Legal & Privacy

KCEU Complaints Handling Policy

শেষ আপডেট: ০৬/১১/২০২৫
Complaints Handling Procedure
KuCoin EU Exchange GmbH (hereinafter referred to as “KCEU Exchange”)
  

1. Purpose

This procedure establishes a transparent, fair, and efficient process for receiving, assessing, and resolving complaints submitted by clients, in accordance with Article 71(1) of Regulation (EU) 2023/1114 on Markets in Crypto-Assets (MiCAR)
 

2. Scope

This procedure applies to all complaints submitted by clients, prospective clients, or any party affected by the services provided by KCEU Exchange in its capacity as a Crypto-Asset Service Provider (CASP).
  

3. Definitions

  • Complaint: Any written expression of dissatisfaction from a client or other interested party regarding a service provided or failed to be provided by KCEU Exchange.
  • Complainant: The natural or legal person submitting the complaint.
  • Complaints Officer: The individual or department responsible for handling complaints in accordance with this procedure.
  

4. Admissibility Conditions

Complaints are admissible if they:
  • Relate to services provided by KCEU Exchange;
  • Are submitted by an identifiable complainant; and
  • Contain sufficient information to enable investigation.
Complaints that do not meet these conditions will be acknowledged, and the complainant will be informed of the reasons for inadmissibility and invited to provide additional details, if applicable.
  

5. Filing of Complaints

Clients may file complaints free of charge using any of the following methods:
Complaints may be filed using the template provided on out website or in free form, provided all required information is included.

Required Information

To ensure efficient handling, the complainant should provide:
  • Full name and contact details;
  • Relationship with the company (e.g., client, prospective client);
  • Description of the issue or incident;
  • Relevant date(s);
  • Any supporting documentation; and
  • Desired outcome or proposed resolution.

Language

Complaints may be filed in any of the official languages of the Member State where the service is provided, or at minimum, in English.
  

6. Acknowledgement of Receipt

Upon receipt of a complaint, KCEU Exchange shall:
  • Acknowledge receipt within 10 business days, providing the complainant with a unique reference number and contact information for follow-up; and
  • Inform the complainant if additional information is required for processing.
  

7. Investigation and Resolution

  • The Complaints Officer or delegated staff shall conduct an impartial and thorough investigation.
  • Additional information may be requested from the complainant if necessary.
  • KCEU Exchange shall communicate its final response within 60 calendar days from receipt of the complaint.
The response shall include:
  • A summary of the complaint;
  • Findings of the investigation;
  • The decision or proposed resolution; and
  • Information on available means of redress, including out-of-court or alternative dispute resolution mechanisms, where applicable.
  

8. Complaint Closure

A complaint is considered closed when:
  • The complainant has confirmed satisfaction with the proposed resolution; or
  • No further communication has been received within 30 calendar days of the final response.
The Complaints Officer shall record the closure date, outcome, and any corrective actions implemented.
  

9. Right to Escalate

If the complainant is not satisfied with the outcome, they may escalate the matter to the competent authority or the relevant out-of-court dispute resolution body in their Member State.
For complaints under Austrian jurisdiction, the competent authorities include:
  

10. Record-Keeping

  • All complaints and related correspondence shall be registered and stored in a secure electronic system.
  • All complaint cases shall be tracked through an internal system, which records each step of the process, responsible staff, findings, and final outcomes.
  • Records shall include the complaint reference number, date received, complainant details, summary of the issue, actions taken, and resolution outcome.
  • Records shall be retained for at least five (5) years following resolution.