Complaints Procedure

CoinAPI takes all stakeholder concerns seriously. Our complaints procedure is designed to ensure fair and timely resolution of issues:

Submission: Complaints should be submitted to our support team, detailing the nature of the complaint and any supporting evidence.
Acknowledgment: All complaints will be acknowledged within two business days of receipt.
Investigation: Complaints will be investigated by personnel not directly involved in the subject matter of the complaint.
Resolution Timeline: We aim to resolve all complaints within 20 business days. If more time is required, the complainant will be informed of the revised timeline and reason for the extension.
Escalation: If the complainant is unsatisfied with the resolution, they may request escalation to the Index Oversight Committee for review.
Regulatory Reporting: Complaints that may have material impact on the integrity of the indexes will be reported to relevant regulatory authorities as required.
Record Keeping: All complaints and their resolutions will be documented and retained for a minimum of five years.