Complaints

How to Make a Complaint

At BCB Group, we are committed to providing the highest operational standards, integrity, and transparency. If you are dissatisfied with a product, service, or our conduct, we want to hear from you so we can make things right and continuously improve our operations.

  1. Who Can Submit a Complaint?

Our complaints procedure is open to all customers or anyone making a complaint on a customer’s behalf. Please note that BCB Group provides payment, electronic money, and digital asset services, but does not offer products or services to “Retail Consumers” (natural persons).

  1. How to Contact Us

You can submit your complaint free of charge through any of the following channels:

Fraud Notice: If your query or complaint relates to fraud, you may contact our dedicated Fraud Team directly at [email protected] or [email protected].

  1. What Information to Provide

To help us register and investigate your case effectively, please ensure you provide the following mandatory details:

  • Your full name (or legal entity name).
  • Your account number or customer reference.
  • A detailed description of the issue, including the date(s) of the incident.
  • Any supporting documentation or evidence.

You may use our standardized template Complaint Form to submit your issue (link to downloadable modifiable form).

  1. Our Investigation & Resolution Process

We handle all complaints promptly, objectively, and fairly. Once you submit a complaint, we follow a structured multi-stage process:

Step 1: Acknowledgement

Within one (1) business day of receiving your complaint, we will send you a formal written Acknowledgement Communication. This will include a unique case reference number (which should be used in all future correspondence) and details regarding relevant ombudsman services.

Step 2: Investigation

Our Complaints Handler will conduct a comprehensive and independent review of your case. This may involve analyzing account history, reviewing communication logs, and consulting external technical providers (such as blockchain analysis experts) if necessary. We will keep you updated on our progress if the investigation requires extra time.

Step 3: Final Resolution

We evaluate every complaint on a case-by-case basis to provide a personalized answer. Depending on the complexity of your case, the resolution will fall into one of two paths:

  • Simple Cases: If we can resolve the matter to your full satisfaction within 3 business days, we will issue a Summary Resolution Communication confirming the matter is settled.
  • Complex Cases: If the issue requires a deeper investigation, we will provide you with a formal Final Response Letter. This letter will clearly detail our decision, the reasons behind it, and a breakdown of any redress or compensation offered (if applicable).

Resolution Timeframes

  • Standard Resolution: We aim to send our final response as soon as possible, and no later than 15 business days from registration.
  • Exceptional Circumstances: If we encounter unavoidable delays due to reasons beyond our control, the timeline may extend up to 35 business days (with a final decision communicated within a maximum of 2 months).

External Escalation (Financial Ombudsman Services)

If you are an eligible complainant and you remain dissatisfied with our final resolution, or if we have not responded within the required deadlines, you have the right to refer your complaint to an external dispute resolution service.

We will cooperate fully with the relevant ombudsman and are bound by their awards.

Le Médiateur de l’Autorité des Marchés Financiers (AMF)

Full contact details and standard explanatory leaflets for these services will be provided to you alongside our Acknowledgement and Final Response communications.

BCB Group reserves the right to dismiss claims or complaints that contain emotional or offensive language.