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Complaint Handling Process: A Complete Guide

At Kraken, we aim to deliver the best experience to our clients, but we understand that sometimes things might not go as planned. If you've encountered an issue, we're here to help. We value your feedback and take all complaints very seriously. To make a complaint, we've made a quick, easy, and transparent process.

Here's a step-by-step guide to walk you through:

Step 1: Access the Complaint Submission Form

Navigate directly to our Complaint Submission Form.

This form is specifically for submitting complaints about your experience with Kraken services. If you have a general support request or inquiry, please use the appropriate support channels to ensure a faster response. Choosing this route for general support may result in delays in addressing your query.

Step 2: Provide Account Information

You will need to provide the following information about your account:

  1. 1

    The email address associated with your Kraken account

  2. 2

    Your Public Account ID. This can be found under Settings > Account > Public Account ID. If you don't yet have a Kraken account, enter No Account.

Please double-check the details you enter to make sure they are correct. Incorrect or incomplete information can cause delays in processing your complaint.

Step 3: Enter Your Personal Information

Next, you'll need to provide the following personal information:

  • Your Full Name

  • Your Country of Residence

Step 4: Select What The Complaint is in Relation To

Specify what your complaint is in relation to. You'll find a list of categories to choose from; select the one that best fits your situation. If none of the listed categories suit your complaint, then please select Other.

Step 5: The Details Box

Enter as much detail as you can about your complaint, being sure to add all of the following:

  • A clear and detailed description of your concern or complaint

  • Any support ticket numbers which are relevant to your complaint

  • The date and time your issue took place - even a rough estimate will be of assistance

  • Any individuals involved in your complaint

  • Details of the resolution you expect from the complaint process

The more information you provide, the better we can understand your issue and provide a fitting resolution. Include any relevant dates, times, persons involved, and any actions you've already taken. This information helps us understand the context of your issue better.

After entering all the necessary information, please review your complaint for accuracy before clicking on the Submit button.

What Happens Next?

Once your complaint is received, we will send an acknowledgement to your email within two business days. Our complaint officials will then investigate your concerns thoroughly. The investigation may involve reviewing your account activity, going through the history of your interactions with us, and liaising with the relevant departments within the company.

Please bear with us. We want to ensure we conduct a thorough investigation of your complaint case. We aim to provide a resolution within seven business days. However, in cases where the issue is complex and requires more time, we will keep you updated and informed about the progress.

Final Thoughts

We're committed to resolving any issues our clients face, and your feedback is vital for us to improve our products and service. We apologize if you've had an unsatisfactory experience, and we assure you that we will work with you on your problem, while working diligently to prevent similar occurrences in the future.

As a reminder, this form is specifically for submitting complaints about your experience with Kraken services. If you have a general support request or inquiry, please use the appropriate support channels to ensure a faster response. Choosing this route for general support may result in delays in addressing your query.

Thank you for your patience and understanding.