We're committed to ensuring your satisfaction with our quality of service. If a resolution provided by the Coinbase Support team doesn't meet your satisfaction, Coinbase offers a free, formal complaint process.
If you applied for a loan or line of credit, unless covered by the Military Lending Act, you agreed to complete the Coinbase Complaint Resolution Process before filing an arbitration claim, allowing us to address your concerns effectively. Please review our User Agreement and your signed borrower agreement which outlines our complaint procedure.
Submit an official complaint
Send your complaint using this form.
Make sure to include:
Your Coinbase Support case number.
Your contact details, including those of a legal representative (if applicable).
Detailed information about the cause of your complaint.
Relevant supporting documentation.
How the issue can be resolved to your satisfaction.
Help us resolve your complaint sooner
Submit 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.
Next steps
After you submit your complaint, you'll receive an acknowledgement via email.
Within 45 days of your submission, via your account's associated email, our Complaints Resolution Officer will endeavor to provide you with a written decision addressing your complaint or further options.
In some circumstances, we may need to contact you for further clarification about your submission and will do our best to respond promptly.
Send your complaint by mail
If you are unable to use this online form, you may send a written complaint via U.S. mail. The written complaint must include all required information, including your Coinbase Support case number, 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 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
We're committed to ensuring your satisfaction with our quality of service. If a resolution provided by Coinbase Support team doesn't meet your satisfaction, Coinbase offers a free, formal complaint process.
Submit an official complaint
Send your complaint using this form.
Make sure to include:
Your Coinbase Support case number.
Your contact details, including those of a legal representative (if applicable).
Detailed information about the cause of your complaint.
Relevant supporting documentation.
How the issue can be resolved to your satisfaction.
Help us resolve your complaint sooner
Submit 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.
Next steps
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.
Via your account's associated email, our Complaints Resolution Officer will endeavor to provide you with a written decision addressing your complaint or further options.
Response timeframes
Crypto-related complaints: Allow up to 2 months from submission.
Non-crypto related complaints: Allow up to 35 business days from submission.
In some circumstances, we may need to contact you for further clarification about your submission and will do our best to respond promptly.
Send your complaint by mail
If you are unable to use this online form, you may send a written complaint via EU postal services. The written complaint must include all required information, including your Coinbase Support case number, and be mailed to Coinbase Ireland Limited., Ground Floor, 45 Mespil Road, Dublin D04 W2F1.
We're committed to ensuring your satisfaction with our quality of service. If a resolution provided by Coinbase Support team doesn't meet your satisfaction, Coinbase offers a free, formal complaint process.
Submit an official complaint
Send your complaint using this form.
Make sure to include:
Your Coinbase Support case number.
Your contact details, including those of a legal representative (if applicable).
Detailed information about the cause of your complaint.
Relevant supporting documentation.
How the issue can be resolved to your satisfaction.
Help us resolve your complaint sooner
Submit 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.
Next steps
After you submit your complaint, you'll receive an acknowledgement via email, typically within five business days.
Within 90 days of your submission, via your account's associated email, our Complaints Resolution Officer will endeavor to provide you with a written decision addressing your complaint. 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 about your submission and will do our best to respond promptly.
If our decision is delayed
If we can't 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 aren't 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 don't provide our decision within 90 days after you made your complaint, or
You aren't satisfied with our decision
OBSI can recommend compensation of up to $350,000.
OBSI’s service is available to customers of Coinbase Canada. This doesn't 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 don't 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're 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's not like going to court, and you don't need a lawyer.
During its investigation, OBSI may interview you and representatives of our firm. We're 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 aren't binding on you or us.
OBSI can recommend compensation of up to $350,000. If your claim is higher, you'll 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.
We're committed to ensuring your satisfaction with our quality of service. If a resolution provided by Coinbase Support team doesn't meet your satisfaction, Coinbase offers a free, formal complaint process.
Submit an official complaint
Send your complaint using this form.
Make sure to include:
Your Coinbase Support case number.
Your contact details, including those of a legal representative (if applicable).
Detailed information about the cause of your complaint.
Relevant supporting documentation.
How the issue can be resolved to your satisfaction.
Help us resolve your complaint sooner
Submit 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.
Next steps
After you submit your complaint, you'll receive an acknowledgement via email, typically within five business days.
Within 45 days of your submission, via your account's associated email, our Complaints Resolution Officer will endeavor to provide you with a written decision addressing your complaint.
In some circumstances, we may need to contact you for further clarification about your submission and will do our best to respond promptly.