Formal Complaint Handling Process

Published on Jan 23, 2025Updated on Feb 17, 20263 min read14

A. PURPOSE AND SCOPE

The Complaints Handling Procedure (the “Procedure”) is established and drawn to address the handling of complaints received from users who are registered as OKX Europe Limited (“OKX” or the “Company”) customers, and are based within the European Union or European Economic Area.  The Procedure sets out how to make a complaint, a summary of the complaints handling processes, and the escalation routes should you not be happy with our final response.

1. How to file a complaint

If you would like to speak to someone about an issue that is concerning you, you may wish to contact HelpDesk through our Customer Support team.  If you have not received a sufficient response within 30 Business Days from when you contacted Customer Support, you may wish to consider the below, for free.

However, if you wish to file a formal complaint you may do so either:

(a) Via the OKX online complaints form

(b) By submitting the complaints form (available in all 24 Official EU Languages) to the email complaints.eu@okx.com.

(c) By downloading and sending the complaints form by registered post to will be using this: Piazzetta Business Plaza, Office Number 4, Floor 2, Ghar il-Lembi Tas-Sliema.

2. OKX action

Once the Complaint is received, we endeavour to investigate and solve complaints promptly. We may request for additional information and shall contact you or your representative via the contact details you have shared through the submitted complaints form. In any case, we will acknowledge your complaint within three business days from the date of receipt to let you know we are looking into it.  In terms of OKX processes, we will generally provide our final response letter to the complaint filed within 15 Business Days, if for whatever reason it is not possible, we will keep you informed of the new timeline to issuing the final response letter.

3. Final response letter

As mentioned above, once a complaint is received and it is investigated internally, we will share a final response letter which shall include among other matters the decision taken, and if applicable information on how to refer your complaint to the Office of the Arbiter of Financial Services.

4. Office of the Arbiter of Financial Services (OAFS)

If you are not satisfied with the content of the Final Response Letter, you may refer to the Office of the Arbiter of Financial Services in Malta.

5. Data protection

OKX, as the data controller, provides this Privacy Notice Statement to describe our practices regarding processing of Personal Data. 

Disclaimer

This content is provided for informational purposes only and may cover products that are not available in your region. It is not intended to provide (i) investment advice or an investment recommendation; (ii) an offer or solicitation to buy, sell, or hold crypto/digital assets, or (iii) financial, accounting, legal, or tax advice. Crypto/digital asset holdings, including stablecoins and NFTs, involve a high degree of risk and can fluctuate greatly. You should carefully consider whether trading or holding crypto/digital assets is suitable for you in light of your financial condition. Please consult your legal/tax/investment professional for questions about your specific circumstances. Information (including market data and statistical information, if any) appearing in this post is for general information purposes only. While all reasonable care has been taken in preparing this data and graphs, no responsibility or liability is accepted for any errors of fact or omission expressed herein. © 2026 OKX. This article may be reproduced or distributed in its entirety, or excerpts of 100 words or less of this article may be used, provided such use is non-commercial. Any reproduction or distribution of the entire article must also prominently state: “This article is © 2026 OKX and is used with permission.” Permitted excerpts must cite to the name of the article and include attribution, for example “Article Name, [author name if applicable], © 2026 OKX.” No derivative works or other uses of this article are permitted.