How can I make a complaint at Change?

At Change, we take all complaints seriously and aim to resolve them quickly and fairly. If you ever feel dissatisfied with our crypto-asset or investment services, you can submit a formal complaint. Because Change offers services through two separate legal entities, the complaints process depends on the type of service you use.

Choose the option that applies to you:

• Complaint about Crypto-Asset Services

  Provider: xChange AS (Estonia)
  Includes: Buying, selling, converting, staking, or holding crypto-assets.

  How to submit your complaint:

  • Download and complete the Complaint Form (Legal Documents).
  • Email the form to support@changeinvest.com

  (Postal submissions to the Dutch address do not apply to xChange AS.)

  What to expect

  • Receipt confirmed within 10 working days.
  • Full response within 20 working days.

  Important

  • xChange AS is regulated in Estonia under a Virtual Asset Service Provider (VASP) license.
  • Complaints about crypto-asset services cannot be escalated to Kifid or the AFM.

  Any escalation follows Estonian law and procedures.
   

• Complaint about Investment Services

  Provider: Change Securities B.V. (The Netherlands).
  Includes: Trading in financial instruments, CFDs, or other MiFID II investment services.

  How to submit your complaint:

  • Download and complete the Complaint Form (Legal Documents).
  • Email the form to support@changeinvest.com, or

  • Send the form via post to the following address:

    Change Securities B.V.
    Westeinde 89
    2211 XS Noordwijkerhout
    The Netherlands

  What to expect

  • Receipt confirmed within 10 working days.
  • Full response within 20 working days.

  If you disagree with our final response

  • You may escalate your complaint to Kifid (if eligible), or
  • To the Dutch Authority for the Financial Markets (AFM), where applicable.

For questions about the process, contact our support team through the app or at support@changeinvest.com.