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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: +35924372129. 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.