At Venga, we strive to deliver the best experience to our clients. However, we understand that sometimes things might not go as planned. If you encounter an issue, we're here to help. We value your feedback and take all complaints very seriously. Here's our step-by-step guide to help you through the complaint process. If you have a general support request or inquiry, please contact our Support team here to ensure a faster response.
You can submit a complaint by filling out our online form here.
Customers can submit complaints related to:
- Transaction Issues: Problems with buying, selling, or transferring crypto-assets.
- Account Management: Issues with account access, security breaches, or unauthorized transactions.
- Customer Service: Dissatisfaction with customer support interactions or response times.
- Platform Functionality: Technical issues or outages affecting the Venga App and services use.
- Compliance and Regulatory: Concerns about the Venga App adherence to regulatory requirements.
- Fees and Charges: Discrepancies or disputes over fees, charges, or transaction costs.
Submitting a Complaint through the Online Form
Step 1: Access the Complaint Submission Form
Please navigate to our Complaint Submission Form. This form is specifically for submitting complaints about your experience with the Venga App and services.
Step 2: Provide Account Information
You will need to provide the following information about your account:
- Email Address associated with your Venga account.
- Customer ID (found under Settings > Profile > Customer ID).
Step 3: Enter Your Personal Information
Next, provide the following personal information:
- Full Name
- National ID / Passport
- Phone number
- Address
- City
- Zip Code
- Country of Residence
Step 4: Legal Representative
If you are a legal representative of the complainant please mark the Checkbox "I am a Legal representative of the Complainant" and you will have to fill out some additional information
Step 5: Select the Category of Your Complaint
Specify what your complaint is about. Choose from a list of categories that best fits your situation.
Step 6: Full reference of the crypto-asset service or agreement to which the complaint relates to:
i.e reference to the relevant transactions, any support ticket numbers relevant to your complaint...etc
Step 7: Description of the complaint subject-matter
Enter as much detail as you can about your complaint, including:
- A clear and detailed description of your concern or complaint.
- Any individuals involved in your complaint.
- Details of the resolution you expect from the complaint process.
Please provide documentation supporting the facts mentioned.
Step 8: Provide the Date(s) of the facts that have led to the complaint.
Provide any relevant dates in your complaint.
Step 9: Description of damage, loss, or detriment caused (where relevant)
Step 10: Add any additional comments or relevant information.
________________________________________________________________________________________
Submitting a Complaint through the downloadable PDF
Step 1: Download the Complaint Submission Form at the bottom of this page.
Step 2: Fill out all necessary information.
Follow the steps above to fill out the form. If you have any questions, you can always reach out to our Support team.
Step 3: Send a copy of the PDF form to complaints@venga.com or you can mail it to the address specified in the PDF.
________________________________________________________________________________________
What Happens Next?
Once we receive your complaint, we will acknowledge receipt via email within 5 business days. Our complaints team will then investigate your concerns thoroughly, which may involve reviewing your account activity, the history of your interactions with us, and liaising with relevant departments.
Resolution Timeline
We aim to resolve complaints within 30 business days. However, if the issue is complex and requires more time, we will keep you updated on the progress within 20 business days.