Last updated 28 February 2026
Last Updated: 06 April 2026
Bitsbazar (“we,” “us,” “our”) operates as a registered Money Services Business (“MSB”), delivering non-custodial virtual currency exchange services to its clients. Fairness, transparency, and accountability are central to how we operate — and that extends to the way we receive and respond to client concerns. The following sets out the framework through which complaints are submitted, reviewed, and resolved, as well as the external bodies you may approach if our internal process does not fully address your concern.
1. Raising a Complaint
Should any aspect of your experience with our services fall short of your expectations, we ask that you bring this to our attention directly so that we have the opportunity to put things right. Complaints are accepted by email at:
[email protected] Subject line: “Complaint” or similar.
To allow us to handle your complaint without unnecessary delay, your submission should contain the following:
2. Confirming Receipt
Once your complaint reaches us, we will send you a written acknowledgement within five (5) business days. That acknowledgement will include a unique Complaint Reference Number, which you can use to follow up on the status of your matter at any time.
3. How We Review Your Complaint
Every complaint we receive is entered into our internal complaints register and allocated to either a Complaints Desk Agent or a member of our Legal Department — in either case, someone who has no prior involvement in the matter being complained about. The review is conducted impartially, drawing on both the information you provide and our own internal records. Should we require anything further from you in the course of our review, we will reach out to you directly.
Our target is to deliver a full written response within thirty (30) calendar days of receiving your complaint. In cases where the issues raised are particularly involved or complex, we will keep you informed of any adjustment to that timeline before it expires.
4. Outcome and Next Steps
At the close of our review, we will write to you with a complete account of our findings. Our response will clearly state whether we have upheld or declined your complaint and, where we are in a position to offer a remedy or corrective action, we will set out precisely what that entails. Should you choose to accept our proposed resolution, we will give effect to it within ten (10) business days, unless we have indicated a different timeframe in our response.
5. Privacy and Confidentiality
The information you share with us in the course of a complaint is treated as strictly confidential. It will be used only to investigate and respond to your complaint, and to meet any obligations imposed on us by law or regulation. In line with our regulatory and record-keeping duties, all complaint-related records are preserved for no fewer than five (5) years.
6. Taking Your Complaint Further
As a Money Services Business, Bitsbazar does not have the status of a bank and is therefore neither regulated by the Financial Consumer Agency of Canada (“FCAC”) nor a required participant in the Ombudsman for Banking Services and Investments (“OBSI”) scheme. That said, a number of external bodies may be in a position to assist you depending on what your complaint concerns:
6.1. Personal Information and Privacy
Where your complaint involves the way in which your personal data has been collected, used, or disclosed, and our internal process has not produced a satisfactory outcome, you are entitled to refer the matter to:
Office of the Privacy Commissioner of Canada (OPC) — https://www.priv.gc.ca/en/
6.2. Consumer Rights and Service Disputes (Ontario)
Where your concern relates to your rights as a consumer, potentially misleading conduct, or a broader dispute about the services you received, the following body may be able to assist:
Consumer Protection Ontario — https://www.ontario.ca/page/consumer-protection-ontario
A note on FINTRAC: FINTRAC’s role is the regulatory oversight of MSB compliance with Canada’s anti-money laundering and terrorist financing legislation. It does not have a remit to consider or resolve individual consumer complaints and is not an appropriate avenue for escalation of service-related concerns.
7. Learning from Complaints
We treat every complaint as an opportunity to improve. Complaint data is reviewed on a regular basis to surface patterns, identify the root causes of recurring issues, and inform changes to our processes and service delivery. This ongoing review is an important part of how we uphold the quality and reliability of our services over time.
8. Availability of This Policy
This Complaints Procedure is made publicly available on our website and can be accessed at any time.
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