Last updated: 4 June 2026
Cape Crypto (Pty) Ltd ("Cape Crypto", "we", "us", "our") is a company incorporated in the Republic of South Africa, an authorised Financial Services Provider, and a registered Crypto Asset Service Provider with the Financial Sector Conduct Authority ("FSCA"). We are committed to the principles of Treating Customers Fairly ("TCF") and to handling every complaint consistently, fairly, and efficiently.
This Policy explains what to do if you are unhappy with our service or product, how we will handle your complaint, and the steps available to you if you are not satisfied with the outcome. It supplements the Cape Crypto Terms of Use and the Cape Crypto Privacy Policy.
1. Terms we use in this Policy
- Complainant — the person making the complaint.
- Compliance Officer — the person who owns the complaints process and is your single point of contact for a complaint.
- Complaints Forum — the Compliance Officer, the relevant department head(s), and our Key Individual, who investigate complaints in the first instance.
- Appeal Forum — the Compliance Officer, Managing Executive, and Key Individual, who consider complex matters and internal appeals.
- Resolution — our written confirmation of the outcome of your complaint.
- Ombud — the relevant independent external adjudicator (see section 8).
2. When to query and when to complain
If you have a question about our products or services, need help with a support issue, or want information about a transaction, please submit a support request. Most matters are resolved quickly this way.
You should lodge a formal complaint if you believe that we have contravened an agreement or a law, caused you harm, prejudice or substantial inconvenience, or treated you unfairly.
3. Phishing and fraud
We take the security of our platform seriously and we sympathise with anyone who has been targeted by fraud. It remains your responsibility to safeguard your account, to never click unsafe links, and to never share your personal information, passwords, or one-time PINs with anyone. If you believe you have been targeted, report it immediately by submitting a support request.
4. Complaints we handle
For reporting purposes we categorise complaints as:
- Product complaints — concerning the design, performance, or accessibility of a product.
- Financial service complaints — concerning advice or a financial service, the quality of our service, information we provided, fees, or the complaints-handling process itself.
5. What to include in your complaint
Please lodge your complaint in writing and include:
- Your full name and your Cape Crypto account details.
- An email address we can use to communicate with you about the complaint.
- A full and specific description of your complaint, demonstrating how Cape Crypto has contravened an agreement or law, caused you harm, prejudice or substantial inconvenience, treated you unfairly, or otherwise left you dissatisfied.
- Any evidence, documents, or correspondence that will help us investigate and respond.
If a complaint is missing material information, or the account of what happened is too vague for us to assist, we may be unable to resolve it.
6. How to lodge a complaint
Lodge your complaint in writing, addressed to the Compliance Officer, by submitting a support request. You will be given a single point of contact for the duration of your complaint, and all of our communication with you will be in plain language.
7. How we will handle your complaint
- The Compliance Officer will acknowledge receipt of your complaint in writing within one week.
- Your complaint will be investigated by the Complaints Forum on its individual merits and on the facts. We may ask you for further information or written representations.
- We aim to resolve complaints within six weeks of receipt. Where a matter reasonably requires more time, we will keep you updated on progress and explain any delay.
- We will send you a written Resolution that explains the outcome:
- If your complaint is upheld, we will provide appropriate redress or compensation without undue delay. Where we have made a financial error, we will aim to return you to the position you would have been in had the error not occurred.
- If your complaint is rejected, we will give you clear reasons and inform you of your right to appeal internally or to refer the matter to the relevant Ombud.
8. Internal appeal
If you are not satisfied with the outcome, you may ask us to review it. Your request will be considered by the Appeal Forum, which may, depending on the complexity of the matter, investigate further and request additional information before providing you with a written decision and details of any further steps available to you.
9. External adjudication
If your complaint remains unresolved, or you are dissatisfied with the outcome, you may be entitled to refer it to an independent external adjudicator. We will clearly disclose the relevant Ombud's contact details to you, and we engage transparently with the Ombud. Depending on the nature of your complaint, this may be:
- the FAIS Ombud, now part of the National Financial Ombud Scheme South Africa (nfosa.co.za), for complaints relating to financial advice or intermediary services; or
- the National Consumer Commission (thencc.org.za), for complaints falling under the Consumer Protection Act, 2008.
Please allow us to investigate and respond through the process above before approaching an external adjudicator. Time limits and conditions set by the relevant Ombud may apply to your referral.
10. Record keeping
We keep a record of every complaint, including those received, upheld, rejected, and referred to an Ombud, together with any compensation or goodwill paid. We analyse complaints on an ongoing basis to identify and fix the root causes of recurring issues and to improve our products and service. Complaint records are retained for at least five years after our relationship with you ends.
11. Contact us
To lodge a complaint, contact the Compliance Officer, Cape Crypto (Pty) Ltd, by submitting a support request.