Principles for Complaint Management

At BSDEX, customer satisfaction is our top priority. If you are ever dissatisfied with our services and products, you have the opportunity to file a complaint at any time. We have established a complaint office for this purpose and implemented the necessary measures for complaint management. Our goal is to ensure appropriate and timely handling of your complaints.

To improve the quality of our services, we take your feedback very seriously.

We ensure that:

all complaints are objectively and appropriately investigated in accordance with our principles and procedures for complaint management

potential conflicts of interest are identified and any impairment of complaint processing due to conflicts of interest is avoided.

Additionally, we use all complaint cases as an opportunity to continuously review and optimize our processes and workflows through targeted measures if necessary.

Complaint Processing

As a customer and potential customer of BSDEX, you can submit complaints against any of our services as well as those of our partner service providers. Complaints can be submitted to BSDEX electronically, in writing, or orally.

Complaints you wish to submit electronically can be sent to the email address

You can use this template to submit your complaint. Important: Please use only the email address provided above for electronic complaints. Complaints submitted through a different email address will not be considered.

For written complaints, please use the following postal address:
Baden-Württembergische Wertpapierbörse GmbH
Beschwerdemanagement BSDEX
Börsenstr. 4
70174 Stuttgart

The following information is required for processing the complaint:

Complete contact details (name, address, email address)

Reason for the complaint, e.g., - Purchase and sale of cryptocurrency - Delivery of cryptocurrency assets - Costs and fees - BSDEX App - Payment transactions - Other

For issues related to specific trading activities, date/time of the trading transaction

A comprehensive description of the situation

Copies of all necessary documents for understanding, if available

BSDEX confirms the receipt of each complaint to the complainant. A response is generally provided within 15 working days of receipt. If this deadline cannot be met, the complainant will be informed of the reasons for the delay and the expected processing time through an interim response. The final response will be provided no later than 35 working days after receipt of the complaint. If a complaint can be processed expeditiously, the complainant will receive a response directly instead of a receipt confirmation.

If BSDEX does not fully or partially grant a complaint, the complainant will be provided with a justification.