Complaints Procedure

At Dash.Fi, we are committed to providing exceptional service and transparency to our customers. Part of this commitment involves ensuring that all necessary complaints information is easily accessible. This includes comprehensive contact details, response timelines, and guidance on how to escalate complaints if customers are dissatisfied with the outcomes provided.

Contact Information for Initial Complaints:

Customers can initially contact us via our support team at support@dash.fi. This email is monitored continuously to ensure a prompt response to all inquiries and issues.

Timelines for Response:

We strive to acknowledge all complaints within 48 hours of receipt. A full investigation will be conducted, and customers can expect a resolution or a comprehensive update within 14 business days.

Escalation Process:

If a customer is not satisfied with the resolution or the handling of the complaint, they can escalate their concerns to nemanja@dash.fi. This contact is part of our senior management team who oversees customer satisfaction and compliance-related issues.

Ombudsman and Additional Support:

For customers who remain unsatisfied after the initial escalation, we provide information on how to contact an independent Ombudsman. This ensures that all customers have an additional avenue for resolution, ensuring fairness and impartiality. Contact is Nemanja at nemanja@dash.fi

Complaints Policy:

For detailed information regarding our partner's complaints handling procedure, customers are encouraged to visit their page as well directly at Currencycloud's Complaints Procedure.