1. What’s a complaint
You can submit a complaint if you are dissatisfied with the service provided to you by us, One Trading Exchange B.V. (“One Trading”)
This can include, but not limited to:
- Service delays or disruptions
- Issues with executed transactions
- Concerns with how you were treated
- Any other matter that has caused you to suffer from financial harm, inconvenience, or distress.
If you have any queries when using our products, our customer care team is available to you. You can contact One Trading customer care at support.onetrading.com
2. If you have a complaint
If you have a complaint, we are here to help. You can submit a formal complaint free of charge through any of the following:
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Email: complaints@onetrading.com
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Via our website by way of electronic form
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In writing to:
One Trading Exchange B.V., FAO Complaints Management
Grote Bickersstraat 74
1013 KS Amsterdam
The Netherlands.
When you submit a formal complaint, please make sure you include your full name, your account ID, and the phone number and email address linked to your account. Please also describe the issue in detail and tell us how it came up and how you would like us to resolve it.
You can submit a complaint in English, Dutch, or any other language we used to communicate with you or promote our services. Please note that you always have the right to pursue legal proceedings if you think we breached the law.
3. What happens then
Acknowledgement
We’ll confirm receipt of your complaint as soon as possible — typically within 1–2 business days for complaints in digital form. You’ll receive:
- A unique complaint reference number
- An outline of next steps
- The name and contact of the person handling your case.
Review
A Complaints Manager will investigate your complaint impartially and thoroughly. If we need more information, we’ll let you know.
Response
We aim to provide a final response within 2 months. This response will include:
- Our decision
- Any proposed solution or redress
- Your next steps if you’re still not satisfied
If we need more time, we’ll keep you informed and explain why.
4. If your complaint is not resolved
If you remain dissatisfied after receiving our final response, or if you have not received a final response within the applicable timeframe, you may be entitled to refer your complaint to an alternative dispute resolution (“ADR”) body, competent authority or other body having jurisdiction over your complaint.
Depending on the nature of the service or activity to which your complaint relates, different escalation options may apply.
Where your complaint falls within the jurisdiction of Kifid (Klachteninstituut Financiële Dienstverlening), and you meet the applicable eligibility requirements, you may refer your complaint to Kifid:
Website: www.kifid.nl
Phone: +31 (0)70 333 8 999
For complaints relating to crypto-asset services provided under MiCAR, you may, where applicable, refer your complaint to the competent alternative dispute resolution body, competent authority or other body having jurisdiction over the complaint. We will provide information on the relevant escalation option(s), where applicable, in our final response.
The availability of an ADR procedure does not affect your right to pursue any other remedies available to you under applicable law, including taking civil action.