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Complaints Procedure
What is a complaint?
A complaint is any expression of dissatisfaction relating to our crypto‑asset services where you expect a response or remedy. If you are unsure, contact us and we will guide you.
How to submit a complaint
You can submit a complaint using any of the channels below (in English or Bulgarian):
- Email: Send an email to complaints@archway.finance.
- Support widget (Intercom): Use the support widget available in our website/app. Please include your account email (or Client ID) so we can locate your records.
- Telephone: Call our published support phone number: {insert phone number}. If we cannot resolve your issue immediately, we will ask you to confirm key details in writing (email or the support widget).
- Post: Send a written complaint to: 25 Angel Kanchev Str., Ground Floor, 1000 Sofia, Bulgaria (marked for Customer Support / Complaints).
What to include
To help us investigate quickly, please include (where available):
- your name and contact details (and Client ID / account email if you have one);
- a description of what happened and what you think went wrong;
- the relevant date(s) and any order/transaction reference(s) (e.g., order ID, bank reference, blockchain TxID);
- what outcome you are seeking (e.g., clarification, correction, fee refund).
How we handle complaints
We follow a documented complaints process (DOC‑025 Customer Complaint Handling Policy). In summary:
Acknowledgement: We will acknowledge receipt of your complaint within 2 business days and provide a reference number.
Investigation: We will investigate fairly and objectively, gathering relevant records and, if needed, asking you for additional information.
Updates if delayed: If we need more time, we will send you a holding update explaining why and giving a new target date. While your complaint remains open, we will provide updates at least every 5 business days.
Final response: We aim to provide a final response within 15 business days. In exceptional cases we aim not to exceed 35 business days, and in any case no later than 2 months from receipt.
If you are not satisfied
If you are not satisfied with our final response, you may request one internal review within 10 business days. We will re‑assess your complaint and respond as soon as possible.
External escalation
Depending on your circumstances, you may also contact the Bulgarian competent authority or seek judicial remedies:
Bulgarian Financial Supervision Commission (FSC):
Judicial remedies: you may also seek resolution via the competent Bulgarian courts.
Alternative dispute resolution (ADR): we will include ADR details only where a confirmed ADR scheme is applicable to the services and jurisdiction in question.
Complaint form
You may use our standard complaint form (download PDF). You can also submit a complaint in free‑form using any of the channels above.
