â ď¸ Important Disclaimer: The contents of this guide apply solely to residents and citizens of the following EU countries:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.
What services can I submit a complaint about?
You can submit a complaint only in relation to Ramp Networkâs regulated services, including:
on-ramp,
off-ramp,
top-ups,
withdrawals
These are the services that fall within the scope of applicable regulatory requirements. Issues related to self-custodial flows are unregulated and are not covered by the complaints process. If you need help or have questions about self-custodial transactions, please contact our Customer Support team via the standard support ticket flow rather than submitting a complaint
How to submit a complaint
We offer two primary ways to file a formal complaint. For the quickest and most detailed review, submitting via our dedicated online form is preferred.
Submit online
The best way to ensure all necessary details are captured and routed to the correct department is through our dedicated Complaint Form. Open the published complaints guide and click the "File a complaint" banner at the bottom of that page. Once you click the banner, please click on our chatbot in the bottom right corner to start filing your complaint.
Important: You may submit your complaint in any official EU language, and we will ensure it is handled appropriately.
Submit by Postal Mail
You may also submit a written complaint to our regional address. Please mark the envelope clearly with "Formal Complaint". You can find the address below:
Ramp Swaps (Ireland) Limited
Huckletree
The Academy
42 Pearse Street
Dublin
DO2 HU59
Ireland
Please click this link to find and download a complaint template.
What to include in your complaint
Your full name and surname
The email address linked to your Ramp Network account
Your residential address
Complaint category (chosen from a dropdown list)
Complaint details
Supporting documents (screenshots, images, (optional)
Additionally, if submitting a complaint on someone else's behalf:
Legal representative's/Entity's name
Power of attorney or other authorizing document
Legal representative's/entity's contact details
What to expect after submission
Acknowledgement
Within 5 business days from the submission date, we will confirm your complaint was received.
Progress updates
Within 20 business days from the submission date, and every 20 business days past the submission date, we will update you on the progress and status of the complaint.
Extended timeline
In complex cases, the investigation may take up to 60 days. In exceptional cases where a response cannot be provided within this period, we will inform you of the delay and provide a justified reason, along with an expected timeframe for resolution.
Right to appeal
If you are not satisfied with the resolution provided, you may have the right to escalate your complaint to the Financial Services and Pensions Ombudsman (FSPO) in Ireland. For clients residing in other EEA countries, you can contact your national Alternative Dispute Resolution (ADR) body, which will then liaise with the FSPO through the FIN-NET network.
File a complaint