Complaints Policy

1.1 Coin Pro (Pty) Ltd (“Coin Pro”, “we”, “us” or “our”) is committed to handling complaints fairly, objectively, transparently and without unreasonable delay.

1.2 Coin Pro (Pty) Ltd, registration number 2023/147377/07, is an authorised Category I financial services provider with FSP number 54194.

1.3 This Complaints Policy explains how clients, prospective clients and other persons with a direct interest in a service provided by Coin Pro may submit a complaint and how that complaint will be handled.

1.4 For purposes of this Policy, a complaint is an expression of dissatisfaction relating to a service provided or offered by Coin Pro which alleges that Coin Pro or a service provider acting in connection with Coin Pro’s services:

• failed to comply with an agreement, law, rule or applicable code of conduct;
• caused harm, prejudice, distress or substantial inconvenience through an action, failure to act or maladministration; or
• treated the complainant unfairly.

1.5 A request for information, assistance or clarification which does not express dissatisfaction will ordinarily be treated as a customer-service query rather than a complaint.

1.6 Coin Pro has appointed a Complaints Officer responsible for the effective implementation of this Policy and oversight of the complaints-handling process.

2.1 Complaints may be submitted free of charge by email to:

Complaints email: [email protected]

2.2 A complaint should include the complainant’s full name and contact details, a clear description of the issue, the date and reference of any relevant transaction, the outcome sought and any supporting documents or correspondence.

2.3 Coin Pro may request additional information where reasonably necessary to understand, investigate or resolve the complaint.

2.4 Complaints should preferably be submitted in writing.

2.5 Where a person submits a complaint on behalf of another person, Coin Pro may request evidence that the person is authorised to act on the complainant’s behalf.

3.1 Coin Pro will acknowledge receipt of a complaint within two business days and will provide the complainant with a complaint reference number, the relevant contact details and an indication of the next steps and expected timeframe.

3.2 The complaint will be recorded and assigned to a person with appropriate knowledge and authority to investigate it fairly and impartially.

3.3 Coin Pro will consider the information submitted by the complainant, relevant transaction and communication records, applicable agreements and policies, and any other information reasonably required to determine the complaint.

3.4 Where a complaint concerns a bank, payment-service provider, liquidity provider or another service provider involved in providing Coin Pro’s services, Coin Pro may refer relevant aspects of the complaint to that provider for investigation or information. Coin Pro will remain responsible for keeping the complainant appropriately informed about the process.

3.5 Coin Pro will handle complaint-related information confidentially and will only disclose it where reasonably necessary to investigate or resolve the complaint or where disclosure is required or permitted by law.

4.1 Coin Pro aims to provide a final response within 15 business days after receiving all information reasonably required to investigate the complaint.

4.2 Some complaints may require additional time due to their complexity, the need to obtain further information or the involvement of an external service provider. Where a complaint cannot be resolved within the expected timeframe, Coin Pro will inform the complainant of the reason for the delay and provide a revised timeframe.

4.3 The complainant will be kept appropriately informed of material developments and the progress of the complaint.

4.4 Where a complaint has not been resolved within six weeks of receipt, Coin Pro will inform the complainant of the applicable external escalation options.

5.1 Coin Pro will communicate its decision in writing and in plain language. The response will explain the findings, the outcome of the complaint and any action Coin Pro intends to take.

5.2 Where a complaint is upheld wholly or partially, Coin Pro will take appropriate corrective action without undue delay and within any agreed timeframe.

5.3 Depending on the circumstances, corrective action may include correcting an error, completing or rectifying a transaction, refunding an amount that was not contractually due, making a compensation payment or taking another reasonable action to resolve the complaint.

5.4 Where a complaint is rejected, Coin Pro will provide clear reasons for the decision and explain the available internal and, where applicable, external escalation options.

6.1 A complainant who is not satisfied with the outcome may request an internal review by replying to Coin Pro’s final response within 10 business days.

6.2 The review will be conducted by an appropriately senior and impartial person who was not responsible for the original decision, where reasonably practicable.

6.3 Coin Pro will communicate the result of the internal review in writing.

6.4 If a complaint remains unresolved following the internal review, the complainant may refer the matter to the FAIS Ombud. Contact: [email protected].

7.1 Coin Pro will maintain appropriate records of complaints, supporting information, correspondence, decisions, remedies and escalation outcomes.

7.2 Complaint records will be retained for a minimum of five years.

7.3 Personal Information submitted in connection with a complaint will be processed in accordance with Coin Pro’s Privacy Policy and applicable law.

7.4 Coin Pro analyses complaint trends to identify root causes, operational weaknesses and conduct risks and implements corrective measures where appropriate.

8.1 Coin Pro may update this Complaints Policy to reflect changes to its services, complaints process or legal and regulatory obligations.

8.2 The current version will be published on Coin Pro’s website.