In Australia, Beaufort Fiduciaries Pty Ltd (ACN 162 139 871, AFSL No. 545124) provides wholesale clients with access to derivatives where the underlying assets are digital assets. Derivatives are complex, regulated financial products that are difficult to understand and may not be suitable for inexperienced investors. For eligibility, terms and conditions click here. Krak Pay is offered by Bit Trade Australia Pty Ltd (ACN 163 237 634), Authorised Representative of Flexewallet Pty Ltd (AFSL 448066). This information is general in nature and does not take into account your personal objectives, financial situation or needs. You should consider whether it is appropriate for you and read the relevant disclosure documents before making any decision.

Complaint Handling Process: A Complete Guide

Last updated: July 3, 2026

At Kraken, we aim to deliver the best experience to our clients, but we understand that sometimes things might not go as planned. If that happens, we’re here to make it right.

If you have a complaint about our products, service, support, or anything else, this article explains how you can submit one. We take every complaint seriously. Our process is designed to be simple, fair, and transparent, so we can get things back on track quickly.

How to Submit a Complaint

Submit Online (Preferred)

Submit your complaint via our Complaint Form.

If you are located in the European Union, you may submit your complaint in any official EU language. We will ensure it is handled appropriately.

Complaint form

Submit by Postal Mail

You may also submit a written complaint to the appropriate regional address listed below. To ensure timely handling, please address your submission to the Kraken Complaint Department:

Region / Product	Mailing Address
Australia	Bit Trade Pty Ltd. Unit 610, 478 George Street, Sydney, NSW 2000, Australia
Australia	Beaufort Fiduciaries Pty Ltd. Unit 610, 478 George Street, Sydney, NSW 2000, Australia
Canada	Payward Canada Inc. 30 Adelaide St E 12th Floor, Toronto, ON M5C 2C5, Canada
European Union - Fiat currency services	Payward Ireland Ltd. 70 Sir John Rogerson’s Quay, Dublin Docklands, Dublin 2, Ireland D02 R296
European Union - Digital assets services	Payward Europe Solutions Ltd. 70 Sir John Rogerson’s Quay, Dublin Docklands, Dublin 2, Ireland D02 R296
European Union - Futures	Payward Europe Digital Solutions (CY) Limited Head Office Address: Office 601, 237, 28th October Street, Limassol, 3035, Cyprus
United Kingdom	Payward Ltd. 6th Floor, One London Wall, London, EC2Y 5EB, United Kingdom
Rest of World	Payward Trading Ltd. 2nd floor, Water’s Edge Building, Wickhams Cay II, Road Town, Tortola, VG1110, British Virgin Islands
Futures	Payward Digital Solutions Ltd. (Derivatives related complaints) Park Place, 55 Par La Ville Road, Hamilton, Bermuda
OTC Desk	Payward Oceanic Ltd. (OTC related complaints) Trinity Chambers, PO BOX 4301, Road Town, Tortola, VG1110, British Virgin Islands
Staking	Payward Commercial Ltd. (Staking related complaints) PO Box 4301, Road Town, Tortola, VG1110, British Virgin Islands

What to Include in Your Complaint

Required details for processing your complaint

•
Your full name.
•
The email address associated with your Kraken account.
•
Your country of residence.
•
A detailed description of your issue.
•
Any relevant support ticket numbers (if applicable).
•
Dates or events related to your complaint.
•
Optional: Screenshots or documents that help explain the issue.

What to Expect After You Submit

Next steps once we receive your complaint

•
Acknowledgment: We’ll confirm receipt within 5 business days.
•
Initial Review & Follow-up: If we require additional information to investigate your complaint, we will contact you within 10 business days.
•
Response Timeframe: You can expect a response within 15 business days.
•
Progress Updates: If your complaint remains open, you will receive a status update within 20 business days.
•
Extended Timeline: In complex cases, the investigation may take up to 30 to 35 business days. In exceptional cases where a response cannot be provided within this period, we will inform you of the delay and provide a justified reason, along with an expected timeframe for resolution.

Jurisdiction-Specific Information

Australia - Bit Trade Pty Ltd. / Beaufort Fiduciaries Pty Ltd.

If you are not satisfied with the resolution provided, you may have the right to escalate your complaint to the Australian Financial Complaints Authority (AFCA).

We will provide full contact details for AFCA in our final response, if applicable.

Canada – Payward Canada Inc.

If you are not satisfied with the resolution provided, you may have the right to escalate your complaint to the Ombudsman for Banking Services and Investments (OBSI).

Residents of Quebec may also consider filing a complaint or mediation request with the Autorité des marchés financiers (AMF).

We will provide full contact details for OBSI or AMF in our final response, if applicable.

Dubai (Payward FZCO) - Licensed by the Virtual Assets Regulatory Authority (VARA)

Kraken operates in Dubai through Payward FZCO, licensed and regulated by VARA under the Virtual Assets and Related Activities Regulations 2023.

You may submit a complaint at any time via email at [email protected], through a support ticket, or in writing to: Complaints Department, Payward FZCO, Dubai, United Arab Emirates.

Resolution We aim to resolve standard complaints within 15 business days. Where a complaint involves complex circumstances, we will resolve it within 30–35 business days, notifying you within 15 business days if additional time is required. All complaints will be resolved no later than 35 business days from the date received, except in extraordinary circumstances where VARA's maximum permitted timeframe of 8 weeks applies.

Escalation If you remain dissatisfied following our internal process, you may escalate your complaint to VARA at vara.ae/en/register-a-complaint.

European Union – Payward Ireland Ltd. / Payward Europe Solutions Ltd.

If you are not satisfied with the resolution provided, you may have the right to escalate your complaint to the Financial Services and Pensions Ombudsman (FSPO) in Ireland or the European Ombudsman-FIN NET.

We will provide full contact details for both these entities in our final response, if applicable.

European Union - Payward Europe Digital Solutions (CY) Limited.

If you are not satisfied with the resolution provided, you may have the right to escalate your complaint to the Financial Ombudsman of the Republic of Cyprus.

We will provide full contact details for the Financial Ombudsman of the Republic of Cyprus in our final response, if applicable.

United Kingdom – Payward Services Ltd.

Payward Services Limited is not obliged to consider a complaint if:

(a) More than 6 years have passed since the event in question, or
(b) More than 3 years have passed since you became aware (or reasonably should have become aware) that you had cause to complain.

If you are not satisfied with the resolution provided, you may have the right to escalate your complaint to the Financial Ombudsman Service (FOS).

We will provide full contact details for FOS in our final response, if applicable.

United States – Payward Interactive, Inc.

If you are not satisfied with the resolution provided, you may have the right to escalate your complaint to the applicable State Consumer Regulatory agency as identified on Kraken’s Legal and Disclosures page or the Consumer Financial Protection Bureau (CFPB), an agency of the US federal government, at http://www.consumerfinance.gov/complaint/ or by telephone at (855) 411-2372.

We will provide full contact details for the respective State Agency or CFPB in our final response, if applicable.

Payward Digital Solutions Ltd.

If you are not satisfied with the resolution provided, you may have the right to escalate your complaint to the Department of Trade & Consumer Affairs (DTCA) in the BVI.

We will provide full contact details for DTCA in our final response, if applicable.

Payward Trading Ltd. / Payward Oceanic Ltd. / Payward Commercial Ltd.