Formal Complaint Handling Process

Published on Jun 25, 2025Updated on Jun 25, 20253 min read

This Complaints Handling Procedure (the “Procedure”) is established and drawn to address the handling of complaints received from users who are registered as OKX Kripto Varlık Alım Satım Platformu Anonim Şirketi (“OKX TR” or the “Company”) customers. This procedure sets out how to make a complaint, a summary of the complaints handling processes, and the escalation routes should you not be happy with our final response.

How to file a complaint

If you'd like to speak to someone about an issue that is concerning you, you may wish to contact HelpDesk through our Customer Support team. In addition, should you wish to file a formal complaint, you may do so using one of the following methods:However, if you wish to file a formal complaint, you may do so either:

  • Via our online complaint form

    here

  • By submitting the complaints to email complaints@turkiye.okx.com

  • By downloading and sending the complaints form by registered post to Maslak Mah., AOS 55. Sk. 42 Maslak B Blok Sitesi No: 4 İç Kapı No: 542, Sarıyer/İstanbul, Türkiye.

Mandatory Information Collected by OKX TR via the Complaint Form

In accordance with Article 41 of the Communiqué on the Principles Regarding the Establishment and Operation of Crypto Asset Service Providers (III-35/B.1), OKX TR is required to collect, at a minimum, the following information from customers who fill out the complaint form:

  • The complainant’s full name, address, and account number,

  • The date of the complaint,

  • A summary of the complaint and the specific provisions of the legislation alleged to have been violated,

  • A summary of the actions taken by the platform in relation to the complaint.

Customer Support Contact Information

E-Mail: destek@turkiye.okx.com

Address: Maslak Mah., AOS 55. Sk. 42 Maslak B Blok Sitesi No: 4 İç Kapı No: 542, Sarıyer/İstanbul, Türkiye

OKX TR action

Once the Complaint is received, we endeavour to investigate and solve complaints promptly. We may request for additional information and shall contact you or your representative via the contact details you have shared through the submitted complaints form. In any case, we'll acknowledge your complaint within 3 (three) business days from the date of receipt to let you know we're looking into it. In terms of OKX TR processes, we'll generally provide our final response letter to the complaint filed within 30 (thirty) calendar days, if for whatever reason it's not possible, we'll keep you informed of the new timeline to issuing the final response letter. If there are relevant deadlines set by Turkish law or administrative or judicial institutions, these deadlines shall be complied with.

Final response letter

As mentioned above, once a complaint is received and it's investigated internally, we'll share a final response letter which shall include, among other matters, the decision taken.

Please note this page is solely for formal complaint. Our Customer Support Team remains available to address any other concerns or issues that you may have. Kindly reach out to us

here
.