LEGAL

Complaints

If we have got something wrong we would rather hear it from you than not hear it at all. Here is exactly how to raise it and what happens next.

THE SHORT VERSION

Email us. You will get a person, not a ticket number.

  1. 1

    Tell us

    By email, or through the person already handling your case. Say what happened and what you would like done about it.

  2. 2

    We acknowledge it

    You get confirmation that it has been received and the name of the person looking into it, so it is not disappearing into an inbox.

  3. 3

    We answer in writing

    What we found, what we are doing about it, and why. If we got it wrong we will say so plainly.

Last updated 6 August 2026

How to complain

Email complaints@digipto.io, or write to us at REGISTERED ADDRESS. You can also tell whoever is already handling your case — it will be passed on the same day.

It helps if you include:

  • your name and the best way to reach you
  • what happened, and roughly when
  • who you dealt with, if you know
  • what you would like us to do about it

You do not need to use the word “complaint” or any particular form of words. If you are unhappy, that is enough.

What happens next

  • Within N working days — we acknowledge it and tell you who is looking into it.
  • Within N working days — you get our answer in writing: what we found, what we are doing, and why.
  • If it is going to take longer — we tell you before the deadline passes, explain why, and give you a new date. You will not be left wondering.

If our answer does not satisfy you

Say so and we will look at it again, with someone who was not involved the first time.

Whether you can then take the matter to the Financial Ombudsman Service depends on our regulatory status and the nature of your complaint. Most activities involving cryptoassets fall outside its remit, which means for many complaints it will not be available to you. CONFIRM FOS ELIGIBILITY AND STATE IT HERE We will tell you plainly in our written response whether that route is open to you, including when the answer is no.

Complaints about your personal data

If your complaint is about how we have handled your personal data, our privacy policy sets out your rights, and you can complain to the Information Commissioner’s Office at ico.org.uk. We would rather you came to us first, but you are not required to.

If you think you have been defrauded

Do not wait for a complaints process. Contact your bank immediately, and report it to Action Fraud. If someone has used our name to approach you, tell us at enquiries@digipto.io so we can warn other people. Speed matters more than procedure at that point.

What we do with complaints

We keep a record of every one, what caused it and what changed as a result. A complaint that produces no change is a complaint we have wasted.