How to Submit a Complaint

To submit a formal complaint, you must be a registered Push customer. Please include the following details and send them to [email protected]:

1. Complainant Information

• Last name:
• First name:
• EUID (or, if not available, National Registration/ID Number):
• Customer reference (if available):
• Address (Street, Number, Floor / Registered office for legal entities):
• Eircode:
• City:
• Country:
• Telephone:
• Email address:

2. Legal Representative Information (if applicable)

If someone is submitting the complaint on your behalf, please provide their details along with an official document (e.g., a power of attorney) confirming their authorisation:

• Last name / Legal entity name:
• First name:
• Registration number and LEI (if available):
• Address (Street, Number, Floor / Registered office for legal entities):
• Eircode:
• City:
• Country:
• Telephone:
• Email address:

3. Complaint Details

• Reference of the crypto-asset service or transaction related to the complaint:
• Description of the complaint, including any supporting documentation:
• Date(s) of the events leading to the complaint:
• Description of any damage, loss, or detriment caused (if applicable):
• Additional comments or relevant information:

Complaint Process

Here is what to expect once we receive your complaint:

1. You will receive an automatic confirmation of receipt within X business days.
2. We will assess your complaint to ensure it is clear and complete. We will contact you via email within X business days if we need additional information.
3. A decision will be made on your complaint within X business days from the date we receive all required information.

Helpful Tips

• Include all necessary information at the time of submission to avoid delays.
• Respond promptly to any additional requests for information from our team.
• Ensure your contact details are accurate so we can stay in touch.

We are committed to handling your complaint transparently and fairly.