# Complaints Handling: What a Licensed Platform Owes Customers

> Authorised firms carry obligations about complaints. What they are, what timelines apply, and what happens next.

- Source: https://kzcryptorules.com/complaints-handling/
- Published: 2026-09-30
- Author: Dinara Yesimova
- Publication: KZ Crypto Rules — The requirement, then what it means
- Topic: compliance
- Tags: compliance, complaints, consumer

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The right to complain and be answered is one of the clearest practical benefits of dealing with an authorised firm.

## What the obligation generally requires

A written complaints procedure, available to customers. Acknowledgement within a period. A substantive response within a longer period. Records of complaints and their outcomes. And reporting to the supervisor.

The specific periods are set in the rules and differ between frameworks.

## What counts as a complaint

Any expression of dissatisfaction about a service, whether or not it is labelled as one. Firms are generally not permitted to require a particular form of words.

A support ticket saying a withdrawal has not arrived and nobody will explain why is a complaint.

## What a response must contain

A conclusion, the reasoning, and information about what the customer can do next if dissatisfied.

A response that restates the policy without addressing the facts does not satisfy the obligation.

## What happens if the firm does not resolve it

Escalation to the supervisor, or to a dedicated dispute body where one exists. The supervisor does not generally resolve individual disputes but does record them, and patterns attract attention.

## Why this matters more than it sounds

Because the alternative, at an unauthorised venue, is nothing. No procedure, no deadline, no escalation, and no record.

The difference appears exactly when you need it.

## How to make a complaint effective

In writing, with dates, amounts and references. State what you want. Keep it factual.

A complaint with a transaction reference is answerable. One without is a conversation.

## What to check before depositing

That the platform has a published complaints procedure and names the supervisor to escalate to.

Two minutes, and it tells you what recourse exists before you need it.

## Where to look

[A licensed exchange under a named supervisor](https://collectnexchange.com/compliance/cysec-licensed) publishes both. [Collect & Exchange](https://collectnexchange.com/company/contact-us) states its process and the framework behind it, and [venues that report what they are required to report](https://collectnexchange.com/) are reporting complaint data among the rest.

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This article explains how something works. It is not financial advice.
Canonical HTML version: https://kzcryptorules.com/complaints-handling/