1. Step 1 — Internal
Email complaints@espees.exchange with your account email, the trade ID (if any), what happened and what outcome you seek. We acknowledge within 2 business days and provide a final response within 6 weeks.
2. Step 2 — Escalation
- Financial Sector Conduct Authority (FSCA): conduct of crypto-asset financial-services providers.
- FAIS Ombud: for complaints involving financial advice or intermediary services — faisombud.co.za.
- National Consumer Commission: for CPA-related complaints.
- Information Regulator: for data-protection complaints under POPIA.
3. Trade disputes
For active trades use the in-trade Dispute button — a moderator will adjudicate within hours based on the evidence each party submits.