Last Updated: 12 August 2026
Introduction – Objectives of Complaints Management at Bitpace
Bitpace aims to always provide our customers with products and services that meet their needs. However, we might not always succeed in meeting your expectations to your complete satisfaction. In such cases, we would like to invite every customer to communicate with us first.
On the rare occasion that our business could not provide you with a satisfactory resolution of your issue or query related to our services, you, as our valued customer, have the right to submit a complaint, which will be escalated to the relevant parties so that it is diligently investigated and you are provided with a final decision/resolution, depending on your case’s nature and circumstances, along with your requested resolution.
We take all feedback seriously and always see complaints as an opportunity to improve our services and performance, and thus to address your concerns in a more targeted manner. These complaint principles are addressed to you as a (potential) customer of Bitpace and are intended to provide you with answers to the following questions:
- Where and how can you file a complaint?
- How does the complaint procedure work?
- What other complaint options are available to you?
1) Definitions
A complaint is a statement of dissatisfaction addressed to a crypto-asset service provider by one of its clients relating to the provision of one or more crypto-asset services.
2) Where and how can you complain?
a) Addressee of the complaint
Should you choose to file a complaint, you can do so free of charge via all our supported communication channels:
- Email: [email protected]
- Slack
- Via post
- To Q500 Canada Inc – 181 Bay St., Suite 1800, Toronto ON M5J 2T9, Canada
- To Q500 MEA Limited – Bonovo Road, Island of Moheli, P.B. 1257, Fomboni, Comoros
b) Form and content of the complaint
Complaints can generally be submitted informally via all available communication channels. You can use the Complaints Submission Form attached to this article or request it from one of our representatives.
In order to resolve your complaint in a timely manner, it is essential for you to provide us with all the information requested within the Complaints Submission Form or the following at a minimum:
- Full names
- Email registered in our systems
- Mobile phone number
- Date when the fact that led to the complaint occurred
- Details of and circumstances surrounding your complaint.
3) General Information on Bitpace’s Complaints Management
When received, your complaint will be assigned to a customer service representative, and you will receive an initial confirmation within a maximum of 48 hours. Our Representative will investigate and offer a resolution or escalate your complaint to the Complaints Handling Officer. A final response to your complaint shall be provided within 14 days of its submission date. The final response covers Bitpace’s official position regarding your concerns and requests.
If we are unable to respond to your complaint within fourteen (14) days for reasons beyond Bitpace’s control, we will send you a notification indicating the reasons for the delay and specifying the deadline by which we will respond (which will be no later than thirty-five (35) days from the receipt of your complaint).
4) Further options for complaints’ escalation
If you are not satisfied with our final response and resolution offered, you have the option of lodging a complaint with the relevant authority, provided your complaint concerns an alleged breach of regulations, compliance with which is monitored by the authority:
- For clients of Q500 Canada Inc (Canada): You may escalate your complaint to the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC), which oversees Money Services Businesses (MSB) in Canada.
- For clients of Q500 MEA Limited (Comoros): You may contact the Mwali International Services Authority (MISA), which is the authority that issued our international brokerage and clearing house license.