Complaint Management

Customer satisfaction is our top priority. The employees of BIT Capital GmbH are highly committed to providing optimal service and operate with a strong focus on professionalism and quality. Continuous and collaborative contact with our customers is extremely important to us. This naturally also applies to our complaint management. We have established standards for the documentation and handling of complaints. We adhere to these standards and process complaints fairly, effectively, and promptly. A complaint is defined as any expression of dissatisfaction directed at BIT Capital GmbH by a customer or potential customer in connection with our services.

You can send your complaint by mail to the following address:

BIT Capital GmbH
Compliance
Dircksenstraße 4
10179 Berlin

You can send your complaint by email to the following address: compliance@bitcap.com.

You will generally receive a response from us within five business days of submitting your complaint. If we are unable to respond within this timeframe, we will inform you of the reasons for the delay and the estimated time for providing a response.

Complaint processing is free of charge.

Additionally, customers can submit complaints to BaFin in accordance with § 4b FinDAG. Complaints must be submitted to BaFin by letter, fax, or email and should include the facts of the matter and the reason for the complaint. Complaints should be addressed to:

Federal Financial Supervisory Authority
Graurheindorfer Straße 108
53117 Bonn

Phone: +49 (0) 228 4108-0
Fax: +49 (0) 228 4108-62299
Email: poststelle@bafin.de