Customer Complaints Policy

Can I make a complaint and is it free of charge?

You can make a complaint about the Northcrypto service in accordance with the provisions of this customer complaints policy. The handling of customer complaints is free of charge.

In which language should the complaint be made?

Customer complaints can be made in Finnish, Swedish and English.

How can I make a complaint?

You can use the attached template to make a customer complaint. The customer complaint should be sent by e-mail to: support@northcrypto.com.

Download customer complaint template.

If you do not wish to use the template, you can also submit a free-form customer complaint by e-mail to support@northcrypto.com.

In this case, the complaint should include the following the following information:

  1. Customer's name
  2. Customer's personal identity number / business ID
  3. Customer's home address
  4. Customer's telephone number
  5. Customer's email
  6. Contracts between Northcrypto and the customer
  7. Description of the subject/reason for the complaint
  8. Date of the subject of the complaint
  9. Description of the damage or other harm suffered
  10. Other relevant information

Conditions for admissibility of complaints

A complaint is admissible if it can be clearly demonstrated that the customer has suffered damage or other harm as a result of Northcrypto's fault or gross negligence. Complaints will always be handled by at least two persons.

Complaints handling process and timetable

Northcrypto handles complaints as follows:

  1. Receipt of complaint.
  2. Receipt of the complaint will be promptly acknowledged to the customer and the customer will be informed of (i) the date of receipt of the complaint, (ii) the timeframe for processing the complaint (see Section 3), (iii) the contact details of Northcrypto's contact person for handling the customer's complaint, and (iv) if the customer used a template to file the complaint, a copy of the template will be provided to the customer.
  3. The complaint will be processed within 30 days of the date of receipt.
    1. If it is found that information is missing from the complaint, the necessary information will be requested separately from the customer. The provision of missing information may affect the time taken to process the complaint.
    2. If, exceptionally, the complaint would take more than 30 days to process, Northcrypto will inform the customer separately without delay.
  4. Once the customer complaint has been processed, Northcrypto will promptly provide the customer with a clear decision responding to all relevant points of the complaint.

Responsibility for the customer complaints policy

A separate contact person will be appointed for each customer complaint and Northcrypto's senior management will oversee the implementation of this customer complaints policy.

Do you have any questions?

If you have any questions about customer complaints, you can send an email to: support@northcrypto.com