1.Submission of a complaint
A complaint is made by completing the online submission form on this portal. The form must be filled in by the affected person or by an authorised representative acting on their behalf. Submission is free of charge.
Before starting, please prepare copies of correspondence with the company concerned, payment confirmations (bank transfers, card statements or blockchain transaction hashes), copies of any agreements and screenshots of the trading or investment account. Documents may be uploaded in PDF, image, spreadsheet or archive form.
A unique case reference number in the format FR-YYYY-NNNNNN is issued immediately upon submission. The reference number must be quoted in all subsequent correspondence with the Service.
2.Registration and initial review
Each submission is logged in the case register within one working day. A case officer verifies that the complaint falls within the remit of the Service and that the information provided is sufficient to begin an assessment. Where additional documents are required, the complainant is contacted through the secure messaging area of their personal account.
Indicative timeframe: 1–3 working days from the date of submission.
3.Assessment and referral
The case is reviewed against publicly available regulatory information, sanctions lists, court records and intelligence shared by partner authorities. Where evidence suggests an unauthorised firm, a clone of a regulated entity, or conduct falling within the jurisdiction of another body, the case file is forwarded to the relevant regulator, law enforcement agency, payment provider or blockchain analytics partner.
Indicative timeframe: 5–15 working days, depending on case complexity and the volume of supporting evidence.
4.Recovery action and case closure
Where recovery action is feasible, the Service co-ordinates with payment institutions, card schemes, exchanges and legal representatives to pursue chargebacks, account freezes, asset tracing or civil proceedings. The complainant is informed of every material step through their personal account.
A case is closed once a final outcome has been reached or all reasonable avenues have been exhausted. The complainant receives a written closure notice explaining the decision and any further options available, including the right to escalate to an independent ombudsman.
5.Confidentiality and data protection
All information submitted is processed in accordance with the Service's privacy notice and applicable data protection legislation. Case files are accessible only to authorised personnel and to partner organisations directly involved in handling the case. Information is never sold or used for marketing purposes.
6.What this Service cannot do
The Service does not provide investment advice, does not guarantee the recovery of funds, and is not a substitute for independent legal counsel. Outcomes depend on the circumstances of each case, the co-operation of third parties and the jurisdictions involved.