At a glance
- Raise a complaint by email to [email protected] or by phone using the numbers below.
- We acknowledge every complaint within 5 business days of receipt.
- We aim to send a substantive final response within 8 weeks.
- Including key details up front helps us resolve your complaint faster.
- If you remain dissatisfied, you can escalate to the relevant independent authority for your concern.
- Payment-related concerns and data-protection concerns are handled through different external bodies.
How to raise a complaint
You can contact us in whichever way is easiest for you. Putting your complaint in writing helps us understand and record it accurately.
Email — [email protected]
Spain — +34 649 464 266
United Kingdom — +44 191 498 0961
Netherlands — +31 6 23757202
Please mark written complaints clearly as a “complaint” so we can route them to the right team without delay. If you need an adjustment to make this process accessible to you, let us know and we will accommodate it.
What to include
To help us investigate quickly and fairly, please give us as much of the following as you can.
- Your name and the best way to reach you (email or phone).
- Any reference number we have given you.
- A clear description of what went wrong and when it happened.
- Whether your concern relates to our service, to a payment, or to how we handled your personal data.
- What you would like us to do to put things right.
- Copies of any relevant correspondence or documents (never send seed phrases, private keys, or wallet credentials).
How we handle your complaint
Every complaint is logged, investigated, and answered by someone with the authority to resolve it.
- Acknowledgement
- Within 5 business days of receipt
- Substantive final response
- Within 8 weeks
- Channel
- [email protected]
We acknowledge your complaint within 5 business days and tell you who is handling it. We then investigate and aim to send a substantive final response within 8 weeks of receipt. If we need longer—for example because your complaint is complex or involves a third party—we will explain why, tell you when you can expect our final response, and keep you informed in the meantime.
Internal escalation
If you are not satisfied with our initial response, you may ask us to review it. A senior member of our team who was not involved in the original handling will reconsider your complaint and issue a final position. This internal review is offered free of charge.
Escalation: payment-related matters
Payments connected with our services are processed by Real Transfer Limited (United Kingdom); certain services are provided through ForFarmers Nederland BV (Netherlands). Both entities are recorded in the public register of De Nederlandsche Bank (DNB). If your complaint concerns a payment and you remain dissatisfied after our internal process, the following register entries are relevant to the named entities.
- Payments processor
- Real Transfer Limited (United Kingdom)
- DNB relation number
- R124476
- DNB register code
- WFTBI
- Verify
- https://www.dnb.nl/en/public-register/information-detail/?registerCode=WFTBI&relationNumber=R124476
- Service entity
- ForFarmers Nederland BV (Netherlands)
- DNB relation number
- R142234
- DNB register code
- WFTBI
- Verify
- https://www.dnb.nl/en/public-register/information-detail/?registerCode=WFTBI&relationNumber=R142234
These register entries record each entity in its own supervisory category—Real Transfer Limited as a payment institution and ForFarmers Nederland BV as an exempt payment service provider. The references are provided so you can verify the entities and direct a payment-related concern appropriately. They are not an endorsement, and AssetTrace itself is not regulated, licensed, or authorised as a financial-services provider.
Escalation: data-protection matters
If your complaint concerns how your personal data has been handled, you have the right to lodge a complaint with a supervisory authority. Our data controller is established in the Netherlands, so the lead authority is the Dutch Autoriteit Persoonsgegevens; you may also complain to the authority in your own country.
- Lead authority (NL)
- Autoriteit Persoonsgegevens — autoriteitpersoonsgegevens.nl
- Spain
- Agencia Española de Protección de Datos (AEPD) — aepd.es
- United Kingdom
- Information Commissioner’s Office (ICO) — ico.org.uk
- France
- Commission Nationale de l’Informatique et des Libertés (CNIL) — cnil.fr
- Germany
- Bundesbeauftragte für den Datenschutz (BfDI) or your competent state authority — bfdi.bund.de
Exercising this right does not affect any other legal remedy available to you. We would, however, welcome the chance to resolve your concern directly before you approach an authority.
Escalation: consumer and dispute-resolution bodies
As a consumer you may also have access to national consumer-protection and alternative dispute resolution (ADR) bodies in your country of residence.
- Spain — your regional consumer office (Oficina Municipal de Información al Consumidor / Dirección General de Consumo) and the relevant sectoral arbitration board (Junta Arbitral de Consumo).
- Netherlands — ACM ConsuWijzer (acm.nl/en/consuwijzer) for consumer guidance, and a competent geschillencommissie where applicable (degeschillencommissie.nl).
- United Kingdom — Citizens Advice (citizensadvice.org.uk) for consumer guidance.
- France — the competent consumer mediator and the national mediation platform (signalconso.gouv.fr / economie.gouv.fr).
- European Union — you may also use the European Consumer Centres Network (ECC-Net) for cross-border consumer matters.
The bodies listed above are the consumer and ADR authorities relevant to the markets we serve. Listing them is for your information and is not an endorsement, nor a representation that any particular scheme has accepted jurisdiction over a given matter.
We treat every complaint seriously and aim to resolve it fairly and promptly. To raise one, email [email protected].