How to send a complaint

**If you're currently borrowing from Coinbase or applying for a loan or Line of Credit and want to file a complaint, please go here for additional instructions.

Have you contacted Coinbase Support?

You must first submit a ticket through Coinbase Support before filing a complaint.

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 an escalated 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.

Am I eligible to use the complaints form?

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.

Please note: Before you begin the Complaint Resolution Process, you must first submit a ticket through Coinbase Support. You can do this by scrolling to the bottom of the article and selecting Contact us

How do I submit an official complaint?

If you've already contacted Coinbase Support, but feel our customer service was unable to resolve your issue or you are dissatisfied with the resolution, please send your complaint using the complaints form.

Please make sure to include your case number on the complaints form. 

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

How do I fill out the complaints form?

When you send your complaint, please provide as much detail as possible about the cause of your complaint. It's important that you also indicate how you would like us to resolve the issue to your satisfaction and your rationale for this outcome. The form is the most secure and quickest way to submit a complaint to Coinbase. 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 support ticket number and be mailed to Coinbase Inc., 82 Nassau St #61234, New York, NY 10038. Please allow an additional 10 days for processing when using postal mail submissions.

What happens next?

Once you've submitted your complaint, you'll receive an acknowledgment that we have received it. Within 15 business days, our Complaints Resolution Officer will provide you with a written decision addressing the issues raised in your complaint via electronic mail to the email address associated with the account. In some circumstances we may contact you for further clarification to your submission and will do our best to respond within a timely period.

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