Complaints: how to complain to Bitpanda and where to escalate

How to submit a complaint

Send your complaint in writing by e-mail. Complaints address: to be confirmed. Include:

• your name and contact details;
• your relationship with Bitpanda, for example customer;
• your contact person at Bitpanda, if you have one;
• the nature of the complaint;
• copies of the documents that support it.

Making a complaint costs nothing. For a question rather than a complaint, use the support channels to try first, or look for answers to common account questions.

What happens next

1. Acknowledgement. Bitpanda states that it acknowledges every complaint immediately on receipt.
2. Review. Bitpanda reviews the complaint and the documents you sent.
3. Response. You receive Bitpanda's answer.

Time limits in business days for the acknowledgement and for the final response: to be confirmed. The terms summary names the company you contract with for each product, and the About page has the company details.

If you are not satisfied

You can take the matter to an outside body. Which one depends on the company you dealt with: see which regulator supervises each company.

Austria

• Austrian Financial Market Authority (FMA), the supervisor of Bitpanda GmbH, Bitpanda Financial Services GmbH and Bitpanda Payments GmbH.
• Bankenschlichtungsstelle (bankenschlichtung.at).
• Ombudsstelle des Fachverbandes Finanzdienstleister (WKO).

Germany

For Bitpanda Asset Management GmbH, Berlin:

• Federal Financial Supervisory Authority (BaFin);
• Deutsche Bundesbank conciliation office, P.O. Box 10 06 02, 60006 Frankfurt am Main;
• BaFin Conciliation Board, Graurheindorfer Strasse 108, 53117 Bonn.

European Union

The EU Online Dispute Resolution (ODR) platform, which the live legal notice still names, was discontinued on 20 July 2025. Use the European Commission's list of dispute resolution bodies to find a body in your country, or ask the European Consumer Centres Network about a cross-border case.