Complaints towards Bitpanda and its entities can be submitted via email.
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Your complaint must include the following information:
The name, position and contact details of the complainant;
The relationship with Bitpanda (i.e. the nature of complainant engagement with Bitpanda, if you are a user or Bitpanda Technology Solutions partner);
The contact person within Bitpanda of the complainant (if applicable);
The nature of the complaint (Please be as specific as possible when describing what led to the complaint);
Copies of any documentation supporting the complaint.
Bitpanda is committed to acknowledging all complaints immediately upon receipt. Once a complaint has been received, Bitpanda will undertake an initial review of the complaint and look to address it expeditiously.
Detailed information on the applicable laws can be found in our Legal Notice.
All entities: proposed Regulation of the European Parliament and of the Council on Markets in Crypto-assets (MiCA, 2024)
Germany: BaFin-Circulars on Complaints Management (best practices)
Malta: Malta Financial Services Authority Act (best practices)
United Kingdom: FCA-Guidelines on Complaints Handling (best practices)
If you’re not satisfied with the outcome of your complaint, you have the right to contact the regulator.
Austria: Financial Market Authority
Bankenschlichtungsstelle (Gemeinsame Schlichtungsstelle der österreichischen Kreditwirtschaft): https://www.bankenschlichtung.at/
Ombudsstelle des Fachverbandes Finanzdienstleister: Ombudsman Gerhard Windegger, https://www.wko.at/branchen/information-consulting/finanzdienstleister/ombudsstelle.html.
Germany: Bundesanstalt für Finanzdienstleistungsaufsicht
Other jurisdictions, please consult the Legal Notice of Bitpanda.
At the level of the European Union, customer-related complaints may be directed at the Online Dispute Resolution Mechanism ODR as well as the European Consumer Centres Network ECC Net (EU, Iceland, UK).