1. Philosophy and aims of our complaints management
Customer satisfaction is the highest priority in a customer relationship for Gesellschaft für Kryptoregisterführung mbH. Giving customers the opportunity to express criticism is important to us and forms part of our philosophy. Our aim is to resolve any disagreements through dialogue with the customers concerned.
We have therefore established a complaints office and put complaints management measures in place. Our aim is to ensure that customer complaints are handled and resolved appropriately and promptly.
Complaints received are evaluated to address recurring errors or problems. This helps us maintain high customer satisfaction and long-term customer relationships.
2. Complaints handling procedure
All current and prospective customers affected by the contractual activities of Gesellschaft für Kryptoregisterführung mbH may submit a complaint.
Our philosophy is to resolve complaints through constructive dialogue with the complainant. The responsible officers of Gesellschaft für Kryptoregisterführung mbH handle this process. If a resolution cannot be reached, our management will take responsibility for clarifying the complaint.
Complaints may be submitted electronically, in writing or verbally. Electronic complaints may be sent to:
For written complaints, please contact:
GfK – Gesellschaft für Kryptoregisterführung mbH
Management
Bahnstrasse 33
47877 Willich
To process your complaint, we need the following information:
- The complainant’s full contact details (address, telephone number and email address, if applicable);
- A description of the circumstances;
- A statement of the concern or the desired outcome of the complaint (for example, correcting an error, improving services or resolving a disagreement);
- Copies of documents needed to understand the matter, if available;
- If acting in the name and on behalf of another person, evidence of authority to represent that person.
The complainant will receive an acknowledgement of receipt. Depending on the complexity of the complaint, a response will be provided within a reasonable period (approximately 14 days) after receipt. If this is not possible, an interim update will be provided. If the complaint can be resolved promptly, a substantive response will be provided instead of an acknowledgement. This response may also be given by telephone.
If Gesellschaft für Kryptoregisterführung mbH does not uphold the complaint in full, the complainant will receive a clear explanation.
3. Alternative dispute resolution
The European Online Dispute Resolution platform (ODR platform) was discontinued on 20 July 2025. The European Commission provides information on recognised dispute resolution bodies.
In certain cases, private consumers in particular may also use the consumer dispute resolution service of the Deutsche Bundesbank:
Schlichtungsstelle bei der Deutschen Bundesbank, Postfach 10 06 02, 60006 Frankfurt am Main
www.bundesbank.de/schlichtungsstelle
4. Other information
Complaints are handled free of charge.
These principles are reviewed regularly.