Complaints Handling Procedure

We aim to provide a high standard of service to our users. If however at any time you would like to discuss with us how our services could be improved, or if you are dissatisfied with the services received, you may contact us directly.

It's important to note that Gatecoin is registered and regulated in Hong Kong and relevant other countries, which may have different laws and standards than those in your country of residence. However we will commit to investigating any complaint carefully and promptly, and if the services provided have been less than satisfactory, we will endeavor to do everything possible, within reason, to put it right.

With regard to the complaint process after receiving a complaint, the complaints team will ensure that a thorough and impartial investigation is carried out within a reasonable time frame following the below two steps:

1. You will receive a written acknowledgment within ten (10) business days of receipt of the complaint;

2. One (1) month after receipt of the complaint, Gatecoin will send you a response. The response will contain:

• A final response to your complaint; or
• A response where Gatecoin will inform you of the causes of a delay and indicate the date at which the examination of the complaint is likely to be achieved.

We are confident we can address any concerns to your satisfaction, and we would like to thank you for choosing Gatecoin. To get in touch with the complaints team, please email complaints@gatecoin.com