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How do I make a formal complaint about Crypto Rewards?
How do I make a formal complaint about Crypto Rewards?
Written by Angelina
Updated over a week ago

The hi Spend Rewards and Rebate program is provided by hi Financial Limited (BVI).This means that all Crypto Rewards related queries (including formal complaints) will be handled by the hi Financial Limited (BVI) Member Support Team.

You won’t be able to refer Crypto Rewards-specific formal complaints to the Financial Ombudsman Service, Moorwand or Bank of Lithuania.

How to raise a Crypto Rewards formal complaint

To raise a formal complaint, you can contact us directly from the in-app chat (open the hi app, and open LIVE chat and Select "Official Complaint" and raise a ticket to us.

To resolve your complaint as quickly as possible, please provide the following:

  • A detailed description of your concern.

  • What you’d like us to do to put things right.

Our Complaints team will aim to respond to you within 5 working days. We’ll confirm that we’re looking into your complaint, and we’ll let you know when you can expect a response.

We’ll keep you updated on the progress of your complaint by email at the address linked to your hi account. We’ll always contact you to discuss our final response, providing an explanation of what we have found, what we plan to do as a result and why we made the decision. We’ll email you our final response. We aim to deal with complaints as quickly as possible – this will usually be 15 working days and no longer than 8 weeks. We’ll keep you updated on our progress.

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