How to submit a complaint
Complaints are free of charge. Write to [email protected] with the subject “Complaint”, or by post to Olbra ApS, Krudtløbsvej 12, 1439 København K, Denmark.
To help us resolve it quickly, include: your contact details, the token and transaction concerned (dates, amounts, wallet addresses or references where relevant), what went wrong, and what outcome you are seeking.
How we handle it
We acknowledge complaints promptly and aim to give you a final answer within 15 business days of receipt. If, exceptionally, we cannot answer in full within that time, we will tell you why and when you can expect the final answer.
Our answer will address every point you raised, in plain language, and explain what we will do about it.
If you are not satisfied
If you are not satisfied with our final answer, you may refer the matter to out-of-court dispute resolution or to the supervisor. Using either route is free and does not affect your right to go to court.
Danish Financial Complaint Board: out-of-court resolution
Danish Financial Supervisory Authority
For consumers resident in another EU member state
Data-protection complaints
A complaint about how we handle your personal data follows the same route, but you may also complain directly to Datatilsynet, the Danish Data Protection Agency, or to the supervisory authority of the EU member state where you live or work. See our privacy policy.