Complaints
Last updated [Date of publication]
If something went wrong, we want to hear about it. Complaints are free and handled by a person, not a bot.
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Before you complain
Many questions are solved fastest by our support team at [support@your-domain]. If you're not happy with the answer, make a formal complaint.
How to complain
Email [complaints@your-domain], or write to [Company name] [GmbH or UG (haftungsbeschränkt)], [Street and number], [Postcode] [City], Germany. Please include:
- your name and the email you use for Mintoo;
- what happened, and when;
- the payment, if it's about one (amount, date and the person);
- what you'd like us to do.
What happens next
- Within 2 business days
- We confirm that we received your complaint and tell you who is handling it.
- Within 15 business days
- We send you our answer in writing, with our reasons.
- If it takes longer
- We tell you why and when you'll hear from us. You'll get a final answer within 35 business days at the latest.
Complaints are handled by someone who wasn't involved in the issue. We keep a record of every complaint and use it to improve Mintoo.
Complaints about our partners
Once adding money and identity checks are offered through a partner, we'll pass complaints about them to that partner with your consent, and you can also use its own complaints process. For questions about EURC itself, you can contact its issuer, Circle Internet Financial Europe SAS.
If you're not satisfied
[Name the consumer arbitration board you take part in, with its address and website, or state that you don't take part. Confirm with your lawyer.] You can also go to the courts.
For data protection complaints, you can contact a data protection authority, for example [name of the competent authority].