Complaint Procedure

Complaints Policy

Go Exchange Limited is committed to provide all its users with the fair, swift and courteous service at all times. However, we recognize that a user may not be satisfied with the service provided. Should you have any reason to make a complaint, the present complaint policy will guide you on the different steps to follow. Be assured that we deal with the complaints very seriously as it helps us to understand our users needs as well as to improve our services and systems.

How to complain

You can make a complaint by: Emailing us at [email protected] and marking the subject as ‘Official Complaint’ Please address your complaint to the Customer Services Department.

Go.Exchange Process

Once our Customer Services Department receives the complaint, they will acknowledge receipt of the complaint and deal with it expeditiously. The acknowledgement will indicate when you can expect a final response.

We have 15 working days from the day when we receive the complaint to investigate and attempt to resolve such complaint. Then, a final response will be sent to you, explaining our view on the issues raised.

When the complaint cannot be resolved within 15 working days, you will receive a communication from our side informing you on the situation and on when we expect to provide you with a full response.

In case you disagree with our response or you are not satisfied with the manner the complaint was handled, you can seek advice elsewhere and contact the Office of the Arbiter for Financial Services.

The Office of the Arbiter for Financial Services is an autonomous and independent body set up in terms of Act XVI of 2016 of the Laws of Malta. It has the power to mediate, investigate and adjudicate complaints filed by customers against financial services providers.

Any decision or judgment issued by the Office of the Arbiter for Financial Services is not necessarily binding and can be appealed by either party to the Judiciary of Malta.

The Office of the Arbiter for Financial Services

Further details about the Arbiter's complaint procedure are accessible as follows: Office of the Arbiter for Financial Services 1st Floor,
St Calcedonius Square
Floriana FRN 1530 Malta
Free phone (Local): 80072366
Landline (Foreign): +356 21249245
E-mail: [email protected]
Website: https://financialarbiter.org.mt/en/Pages/Home.aspx

Confidentiality

All information communicated during the complaint process will be dealt in accordance with all relevant data protection requirements.

Go.Exchange Limited is registered in Malta under Company Registration Number C 88308 Go.Exchange Limited is an approved VFA Service Provider under the Virtual Financial Assets Act in Malta and Licensed by the Malta Financial Services Authority (MFSA).