At Institutional Broker, customer satisfaction is our top priority. If you are ever dissatisfied with our services and products, you have the opportunity to file a complaint at any time. We have established a complaint office for this purpose and implemented the necessary measures for complaint management. Our goal is to ensure appropriate and timely handling of your complaints.
To improve the quality of our services, we take your feedback very seriously.
We ensure that:
all complaints are objectively and appropriately investigated in accordance with our principles and procedures for complaint management
potential conflicts of interest are identified and any impairment of complaint processing due to conflicts of interest is avoided.
Additionally, we use all complaint cases as an opportunity to continuously review and optimize our processes and workflows through targeted measures if necessary.
As a customer and potential customer of Institutional Broker, you can submit complaints against any of our services as well as those of our partner service providers. Complaints can be submitted to Institutional Broker electronically, in writing, or orally.
Complaints you wish to submit electronically can be sent to the email address support@bsdigital.com.
You can use this template to submit your complaint. Important: Please use only the email address provided above for electronic complaints. Complaints submitted through a different email address will not be considered.
For written complaints, please use the following postal address:
EUWAX AG
Beschwerdemanagement
Börsenstr. 4
70174 Stuttgart
Mail Subject: Institutional Broker - Beschwerde
Complete contact details (name, address, email address)
Reason for the complaint, e.g., - Purchase and sale of cryptocurrency - Delivery of cryptocurrency assets - Costs and fees - Payment transactions - Other
For issues related to specific trading activities, date/time of the trading transaction
A comprehensive description of the situation
Copies of all necessary documents for understanding, if available
Institutional Broker confirms the receipt of each complaint to the complainant. A response is generally provided within 15 working days of receipt. If this deadline cannot be met, the complainant will be informed of the reasons for the delay and the expected processing time through an interim response. The final response will be provided no later than 35 working days after receipt of the complaint. If a complaint can be processed expeditiously, the complainant will receive a response directly instead of a receipt confirmation.
If Institutional Broker does not fully or partially grant a complaint, the complainant will be provided with a justification.