Customer Complaints Policy


We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to meet your dissatisfaction and to improve our service to all customers.

Bitcove Complaints Procedure

If you have a complaint, please contact the person dealing with your case or our Risk and Compliance Manager, Justin McCarthy who is ultimately responsible for client care.

Justin McCarthy
Risk and Compliance Manager
Bitcove, 71 Pearse St, Dublin, D02 AH22

Alternatively, by email to

We would prefer to receive your complaint in writing or by email if you prefer. If this is not possible you may telephone with details of your complaint.

To help to understand your complaint, and in order that we do not miss anything, please tell us:-

  • Your full name and contact details
  • What you think we have got wrong
  • What you hope to achieve as a result of your complaint
  • Your registered email address

If you require any help in making your complaint, we will try to help you. Our Risk and Compliance Manager will be responsible for investigating and handling your complaint. They may use discretion to involve other senior members of staff in the investigation and handling of your complaint.

What Will Happen Next?

  1. We will write acknowledging your complaint and we will send you a copy of this Procedure and we may ask you to confirm or explain the details. We will also confirm the name of the person who will be dealing with your complaint. Normally that letter will be sent within 3 working days after we receive your letter of complaint.
  2. We will record your complaint in our central register and open a file for your complaint. We will do this within 3 working days of receiving your complaint.
  3. We will write to acknowledge your reply and explain what will happen next. You can expect to hear from us within 3 working days after we receive your reply.
  4. We will then investigate your complaint. This may involve one or more of the following steps:
    • Reviewing your file.
    • Asking the member of staff who acted for you for further information
    • Asking you for further information.
    • Asking someone outside our firm for information.
    • Inviting you to discuss and hopefully resolve your complaint, either by a meeting or a phone call.
    We will do all these things as quickly as possible, and we aim to complete our investigation and give you a response within 8 weeks. If this is not possible, we will explain the reason.
  5. If we have a discussion, within 3 working days we will write to you to confirm what took place and any solutions we have agreed with you. If we do not think a discussion will be helpful or if you do not want a discussion or it is not possible, we will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. This will happen within 5 working days of us completing our investigation.
  6. Within 14 days of receiving our letter, if you are still not satisfied with our investigation or suggested solutions you can write to us again and we will review our decision. Normally you should explain in your letter why you are still not satisfied. A review may involve one or more of the following steps:-
    • Your complaint Handler reviewing their decision. Normally this will take 5 working days.
    • Arranging for another person to review your complaint. Normally they will do this within 10 working days.
    • A proposal for independent mediation. We will let you know how long this process will take and what will be involved.
  7. We will let you know the result of any review within 5 working days of the end of the review, and we will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you may contact the Financial Services and Pensions Ombudsman. BitCove is currently applying for its Virtual Asset Service Provider authorisation and has informed the Financial Services and Pensions Ombudsman of this process.
  8. You can contact the Financial Services and Pensions Ombudsman using the following contact details:
    Lincoln House, Lincoln Place, Dublin 2,D02 VH29
    Phone: +353 1 567 7000
  9. We will not charge you for handling your complaint.