Sample of Complaint form

PDF Example

Last Updated: 01.12.2025

Bitsduck (“we”, “us”, “our”) is a Money Services Business (“MSB”) registered in Ontario, Canada, providing non-custodial virtual currency exchange services. We are committed to treating our customers fairly and handling all complaints promptly, transparently, and in a structured manner.

This Complaint Handling Policy explains how you may submit a complaint, how we will review it, and what external options are available to you.

1. Submitting a Complaint

If you are dissatisfied with any aspect of our service, please contact us so we can address your concerns. You may submit a complaint by email:

📩 [email protected]
Subject: Complaint

Your complaint should include:

• Your full name
• Email address used for your Bitsduck account
• Order ID (if applicable)
• Description of the issue
• Any supporting documents or screenshots

2. Acknowledgement of Receipt

We will acknowledge receipt of your complaint within five (5) business days and provide you with a Complaint Reference Number for tracking.

3. Investigation Process

Your complaint will be:

• Logged in our internal complaint register
• Reviewed by a Complaints Desk Agents or Legal Department  who is independent of the matter complained about
• Assessed objectively based on the information you provide and our records

If additional information is needed, we will contact you.

We aim to provide a substantive written response within 30 calendar days. If more time is required due to complexity, we will inform you of the revised timeline.

4. Resolution

When our investigation is complete, you will receive a written response explaining:

• Our findings
• Whether your complaint has been upheld or rejected
• Any corrective action or remedy offered (if applicable)

If you accept the proposed resolution, we will implement it within ten (10) business days, unless otherwise stated.

5. Confidentiality & Data Protection

All complaints are handled confidentially. Information you provide will be used solely for:

• Investigating your complaint
• Meeting legal or regulatory obligations

Complaint records are maintained for at least five (5) years, consistent with our regulatory and record-keeping obligations.

6. External Escalation Options 

Bitsduck is a Money Services Business (MSB) and not a bank. As such, it is not supervised by the Financial Consumer Agency of Canada (FCAC) and is not a mandatory participant in OBSI (Ombudsman for Banking Services and Investments).

However, you may contact the following authorities depending on the nature of your concern:

6.1. Privacy Complaints

If your complaint relates to the handling of your personal information and remains unresolved after our internal process, you may escalate it to:

Office of the Privacy Commissioner of Canada (OPC)
https://www.priv.gc.ca/en/

6.2. Consumer Protection Matters (Ontario)

For issues relating to consumer rights, misleading practices, or general service disputes:

Consumer Protection Ontario
https://www.ontario.ca/page/consumer-protection-ontario

Important Note:

FINTRAC does not handle customer complaints. FINTRAC oversees MSB compliance with AML/ATF laws and cannot intervene in consumer disputes.

7. Continuous Improvement

We regularly review complaint data to identify:

• Recurring issues
• Process improvements
• Potential service enhancements

This enables us to improve overall quality, reduce errors, and strengthen customer experience.

8. Accessibility

This Complaint Handling Policy is publicly available on our website.