Complaints Handling Procedure

Xcoins (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.

Xcoins (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.

1. How to File a Complaint

You can file a complaint free of charge by following the below steps:

1. Online Form: Download and fill in the form available here.
2. You can choose to send this complaint form either via

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: CF Technologies Limited, Progetta House, Level 0, 62-64, Triq it-Torri, Swatar, Birkirkara BKR 4011, Malta. Ensure that your letter includes all necessary information for us to assist you efficiently.

2. Complaint Details Required

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.

3. Acknowledgment of Complaint

Upon receiving your complaint, we will send you an acknowledgement within 2 business days. This acknowledgement will include:

• A unique reference number for your complaint.

• The name and contact details of the person handling your complaint.

4. Investigation and Response

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.

5. Outcome and Resolution