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.
Complaints may be reported through the following methods:
Upon receipt of a complaint, we shall do the following:
– send a written acknowledgement to the customer within two (2) business days from the date of receipt of the complaint.
– send a response to the customer by not later than fifteen (15) business days from when the complaint has been registered.
– if the complaint cannot be resolved within fifteen (15) days as the investigation would not have been completed, we shall:
– a final decision will be provided to the customer in writing.
In the event that the customer remains unsatisfied, the matter may be referred to the Office of the:
Arbiter for Financial Services at First Floor, St. Calcedonius Square, Floriana,
FRN 1530, Malta.
Further information may be obtained through the official website: www.financialarbiter.org.mt