# Make a Complaint

> Making a Complaint  FAQs           How to Complain      Were here to help  Sometimes things can go wrong  We encourage customers to tell us about it so we 

Source: https://customersupport.xapo.com/en_us/make-a-complaint-rJSfTOAW0

Last updated: 2024-04-30T15:05:28.383Z

### How to Complain:  
  

*   We’re here to help
*   Sometimes, things can go wrong.  We encourage customers to tell us about it so we can try and put it right
*   If you would like to speak to us, there are various ways to get in touch:

### Ways to contact us:  
  

*   Live Support via your Xapo Bank App.
*   Email sent to [support@xapo.com](mailto:support@xapo.com)
*   In Branch

### **What happens after you make a complaint?**  
  

We’ll always try to resolve your complaint as quickly and fairly as possible. If we can’t resolve it there and then, we’ll take it away for further review.

**After 15 days**

If we haven't resolved your complaint within 15 days, we will contact you with an update.  
**After 35 days**

We’ll send you a final response. Our aim is to resolve your complaint well before this. 

### If you are unhappy with the outcome  
  

*   If you are unhappy with the outcome of your complaint, you should contact customer support and request it be referred to Management level.
*   If you still remain dissatisfied with the outcome after a review by Xapo Bank Management, you may report your complaint to the GFSC (see below) or to the Alternative Dispute Resolution Service as outlined in our Customer Complaints Procedure/Flyer.

**The Gibraltar Financial Services Commission**  
_PO Box 940  
Suite 3, Ground Floor,  
Atlantic Suites,  
Europort Avenue  
Gibraltar  
  
Telephone Number: +350 200 40283_   
  
If the complaint involves personal data or Data Protection Regulation infringements and you are dissatisfied with the outcome of your complaint, you may refer the complaint to the Supervisory Authority:

_Gibraltar Regulatory Authority  
2nd Floor, Eurotowers 4  
Europort Road  
Gibraltar_

_Telephone: (+350) 20074636  
Email: privacy@gra.gi_