How to send a complaint

**If you're currently borrowing from Coinbase and want to file a complaint, please go here for additional instructions.

Before you submit a complaint:

Have your Coinbase Support case number ready. It is required to submit a complaint.

If you haven't already, you can create a case with our Support team before you proceed.

We're committed to providing a quality and professional service to you as our customer. If you've previously reached out to Coinbase Support about an issue, and you find that you have an issue that has not been resolved to your satisfaction, Coinbase offers a formal complaint process. We want to ensure that you're satisfied with our service.

Our complaints procedure is described in our User Agreement and in the borrower agreement you signed when you applied for your Loan or Line of Credit. Please read it so that you have all the details on how the procedure works.

As provided in the User Agreement and in the borrower agreement you signed when you applied for your Loan or Line of Credit, unless you are covered by the Military Lending Act, you have agreed to complete the Coinbase Complaint Resolution Process before filing an arbitration claim. This will allow Coinbase to review your complaint and provide correct resolution for customer complaints.

Submit an official complaint

Send your complaint using our complaint form.

Make sure to include:

  • Your Coinbase Support Case Reference

  • Detailed information about the cause of your complaint

  • How you would like the issue resolved to your satisfaction

  • Your rationale for the requested outcome

Help us resolve your complaint sooner 

  • Make your complaint as soon as possible.  

  • Reply promptly if we ask you for more  information.

  • Keep copies of all relevant documents, such as  letters, emails and notes of conversations with us.

What happens next?

Once we receive your complaint, we send an acknowledgement via email.

Our Complaints Resolution Officer will endeavor to provide you with a written decision addressing the issues raised in your complaint via electronic mail to the email address associated with your account, no later than 45 business days from submission.

In some circumstances we may need to contact you for further clarification to your submission, and will do our best to respond promptly.

US Customers

If you are unable to use this online form, you may also send a written complaint via US postal mail. The written complaint must include all required information, including your Coinbase Support Case Reference and be mailed to Coinbase Inc., 1350 Ave of the Americas, Fl 2 #1143, New York, NY 10019. Please allow an additional 10 days for processing when using postal mail submissions.

For unresolved complaints, you may also mail a complaint to New York State Department of Financial Services, Consumer Services Division, One State Street, New York, NY 10004-1417, (800) 342-3736, email: consumers@dfs.ny.gov, website: www.dfs.ny.gov/complaint.

European Economic Area Customers

Before you submit a complaint:

Have your Coinbase Support case number ready. It is required to submit a complaint.

If you haven't already, you can create a case with our Support team before you proceed.

We're committed to providing a quality and professional service to you as our customer. If you've previously reached out to our Customer Service Team about an issue, and you find that you have an issue that has not been resolved to your satisfaction, Coinbase offers a formal complaint process. We want to ensure that you're satisfied with our service.

If you don't have an existing case, we ask that you work with Coinbase Support first to resolve your issue before submitting a complaint to the Coinbase Customer Complaint Resolution Process.

Submit an official complaint

Send your complaint using our complaint form.

Make sure to include:

  • Your Coinbase Support Case Reference

  • Detailed information about the cause of your complaint

  • How you would like the issue resolved to your satisfaction

  • Your rationale for the requested outcome

Help us resolve your complaint sooner

  • Make your complaint as soon as possible.

  • Reply promptly if we ask you for more information.

  • Keep copies of all relevant documents, such as letters, emails and notes of conversations with us.

What happens next?

After you submit your complaint, you'll receive an acknowledgement within 5 days that we have received it and a progress update within 20 business days.

Our Complaints Resolution Officer will endeavor to provide you with a written decision addressing the issues raised in your complaint or information as to your further options via electronic mail to the email address associated with your account, no later than 35 business days from submission.

In some circumstances we may need to contact you for further clarification to your submission, and will do our best to respond promptly.

Canadian Customers - Complaints

Before you submit a complaint:

Have your Coinbase Support case number ready. It is required to submit a complaint.

If you haven't already, you can create a case with our Support team before you proceed.

We're committed to providing a quality and professional service to you as our customer. If you've previously reached out to our Customer Support Team about an issue, and you find that our team was unable to resolve your issue or are dissatisfied with the resolution, Coinbase offers a formal complaint process. We want to ensure that you're satisfied with our service.

If you don't have an existing case, we ask that you work with Coinbase Support first to resolve your issue before submitting a complaint to the Coinbase Customer Complaint Resolution Process.

Submit an official complaint

Send your complaint using our complaint form.

Make sure to include:

  • Your Coinbase Support Case Reference

  • Detailed information about the cause of your complaint

  • How you would like the issue resolved to your satisfaction

  • Your rationale for the requested outcome

Help us resolve your complaint sooner 

  • Make your complaint as soon as possible.  

  • Reply promptly if we ask you for more  information.

  • Keep copies of all relevant documents, such as  letters, emails and notes of conversations with us.

What happens next?

Once we receive your complaint, we send an acknowledgement via email, typically within five business day.

Our Complaints Resolution Officer will endeavor to provide you with a written decision addressing the issues raised in your complaint via electronic mail to the email address associated with your account, no later than 90 days from submission. It will include:

  • A summary of the complaint

  • The results of our investigation

  • Our decision to make an offer to resolve the complaint or deny it and an explanation of our decision

In some circumstances we may need to contact you for further clarification to your submission, and will do our best to respond promptly.

If our decision is delayed

If we cannot provide you with our decision within 90 days, we will:  

  • Inform you of the delay  

  • Explain why our decision is delayed, and  

  • Give you a new date for our decision 

You may be eligible for the independent dispute resolution  service offered by the Ombudsman for Banking Services and  Investments (OBSI). 

If you are not satisfied with our decision

You may be eligible for OBSI’s dispute resolution service.

If you are a Québec resident 

You may consider the free mediation service offered by the Autorité des marchés financiers.

Legal advice

You always have the right to go to a lawyer or seek other ways of resolving your dispute at any time. A lawyer can advise you of your options. There are time  limits for taking legal action. Delays may limit your options and legal rights later on.

Taking your complaint to OBSI  

You may be eligible for OBSI’s free and independent dispute resolution service if:  

  • We do not provide our decision within 90 days after you made your complaint, or  

  • You are not satisfied with our decision  

OBSI can recommend compensation of up to $350,000.  

OBSI’s service is available to customers of Coinbase Canada. This does not restrict your ability to bring an action in court. Keep in mind there are time limits for taking legal  action.  

Who can use OBSI  

You have the right to use OBSI’s service if:  

  • Your complaint relates to a trading or advising activity of our firm or by one of our representatives 

  • You brought your complaint to us within six years from the time that you first knew, or ought to have known, about the event that caused the complaint, and 

  • You file your complaint with OBSI according to its time limits below  

Time limits apply  

  • If we do not provide you with our decision within 90 days, you can take your complaint to OBSI any time after the  90-day period has ended.  

  • If you are not satisfied with our decision, you have up to 180 days after we provide you with our decision to take your complaint to OBSI.  

Filing a complaint with OBSI 

Contact OBSI  

Email: ombudsman@obsi.ca

Telephone: 1-888-451-4519 or 416-287-2877 in Toronto

OBSI will investigate  

OBSI works confidentially and in an informal manner. It is not like going to court, and you do not need a lawyer. 

During its investigation, OBSI may interview you and representatives of our firm. We are required to cooperate in OBSI’s investigations. 

Information OBSI needs to help you  

OBSI can help you best if you promptly provide all relevant information, including:  

  • Your name and contact information  

  • Our firm’s name and contact information  

  • The names and contact information of any of our representatives who have been involved in your complaint 

  • Details of your complaint and all relevant documents, including any correspondence and notes of discussions with us

OBSI will provide its recommendations 

Once OBSI has completed its investigation, it will provide its recommendations to you and us. OBSI’s recommendations are not binding on you or us.  

OBSI can recommend compensation of up to $350,000. If your claim is higher, you will have to agree to that limit on any compensation you seek through OBSI. If you want to recover more than $350,000, you may want to consider another option, such as legal action, to resolve your complaint. 

Visit www.obsi.ca for more information about OBSI.

Singapore Customers

Before you submit a complaint:

Have your Coinbase Support case number ready. It is required to submit a complaint.

If you haven't already, you can create a case with our Support team before you proceed.

We're committed to providing a quality and professional service to you as our customer. If you've previously reached out to our Customer Service Team about an issue, and you find that you have an issue that has not been resolved to your satisfaction, Coinbase offers a formal complaint process. We want to ensure that you're satisfied with our service.

Submit an official complaint

Send your complaint using our complaint form.

Make sure to include:

  • Your Coinbase Support Case Reference

  • Detailed information about the cause of your complaint

  • How you would like the issue resolved to your satisfaction

  • Your rationale for the requested outcome

Help us resolve your complaint sooner 

  • Make your complaint as soon as possible.  

  • Reply promptly if we ask you for more  information.

  • Keep copies of all relevant documents, such as  letters, emails and notes of conversations with us.

What happens next?

Once we receive your complaint, we send an acknowledgement via email.

Our Complaints Resolution Officer will endeavor to provide you with a written decision addressing the issues raised in your complaint via electronic mail to the email address associated with your account, no later than 45 business days from submission.

In some circumstances we may need to contact you for further clarification to your submission, and will do our best to respond promptly.