Processus de traitement des réclamations : guide complet
Chez Kraken, nous cherchons à offrir la meilleure expérience possible à notre clientèle, mais nous comprenons que parfois les choses ne se passent pas comme prévu. Si vous rencontrez un problème, nous sommes là pour vous aider. Vos commentaires nous sont précieux, et nous prenons toutes les réclamations très au sérieux. Pour déposer une réclamation, nous avons mis en place un processus rapide, simple et transparent.
Voici un guide étape par étape pour vous guider :
How to Submit a Complaint
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.
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 | Adresse postale |
|---|---|
Australie | Bit Trade Pty Ltd. Unit 610, 478 George Street, Sydney, NSW 2000, Australia |
Australie | 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 |
Royaume-Uni | 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 |
Contrats à terme | Payward Digital Solutions Ltd. (Derivatives related complaints) Park Place, 55 Par La Ville Road, Hamilton, Bermuda |
Bureau OTC | 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
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Your full name.
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The email address associated with your Kraken account.
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Your country of residence.
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A detailed description of your issue.
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Any relevant support ticket numbers (if applicable).
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Dates or events related to your complaint.
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Optional: Screenshots or documents that help explain the issue.
What to Expect After You Submit
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Acknowledgment: We’ll confirm receipt within 5 business days.
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Initial Review & Follow-up: If we require additional information to investigate your complaint, we will contact you within 10 business days.
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Response Timeframe: You can expect a response within 15 business days.
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Progress Updates: If your complaint remains open, you will receive a status update within 20 business days.
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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
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.
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.
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.
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.
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.
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.
Our Commitment
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Treating all clients fairly and with respect.
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Investigating complaints thoroughly and impartially.
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Communicating clearly and transparently.
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Keeping your data secure in accordance with our Privacy Policy.
How to Submit a Complaint
What to Include in Your Complaint
What to Expect After You Submit
Jurisdiction-Specific Information
Our Commitment