Submit a Complaint

Narvi is committed to providing high-quality services and ensuring customer satisfaction. If you are unsatisfied with the resolution our support team provided, you can submit a formal complaint.

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How to submit a complaint

To submit a complaint, please fill out a complaint form and send it to complaints@narvi.com. Customers may also submit complaints in freeform text in their preferred language. Filing and processing the complaint is free of charge.Make sure your submission includes:
  • Your contact details, including legal representative information (if applicable).
  • A clear description of the issue and the reason for your complaint.
  • Any supporting documents related to your case.
  • Your preferred resolution.

Language Accessibility

  • Customers may submit complaints in any official language of the EEA.
  • Complaints submitted in a language other than English will be processed using professional translation services or tools to ensure accuracy.
Tips for Faster Processing
  • Submit your complaint as soon as possible.
  • Respond promptly if additional information is requested.
  • Keep copies of all relevant documents, such as emails and correspondence.
What Happens Next?
  • You will receive an acknowledgment within 5 days of submitting your complaint.
  • We aim to provide an update within 20 business days.
  • A complaints specialist will contact you via email with a written resolution or next steps.
Response Timeframes
  • Crypto-related complaints (under MiCA): Resolution may take up to 2 months from submission.
  • Non-crypto-related complaints: Resolution may take up to 35 business days from submission.
  • In some cases, we may contact you for further clarification.
Escalating Your ComplaintIf you are dissatisfied with the resolution, you can escalate your complaint to:
  1. Finland’s Financial Supervisory Authority (FIN-FSA)
Visit their website: www.finanssivalvonta.fiSubmitting Complaints by MailIf you cannot submit your complaint via email, you may send it by post.Mailing Address:Narvi Payments Oy AB (NV Exchange Oy same address - for crypto-related complaints)
c/o Maria 01
Lapinlahdenkatu 16
00180 Helsinki
Finland
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