US Formal Complaint Handling Process - OKX INC.
This Complaints Handling Procedure (the "Procedure") is established and drawn to address the handling of complaints received from users who are registered as OKX INC. ("OKX US" or the "Company") customers. This procedure sets out how to make a complaint, a summary of the complaints handling process, and the escalation routes should you not be happy with our final response.
How to file a complaint
If you would like to speak to someone about an issue that is concerning you or file a complaint, you may wish to contact HelpDesk through our Customer Support team or reach out via the following channels.
Channel | Details |
Online Support Center | The Company strives to offer 24/7 monitored support services to both current and prospective customers through the online "Contact Us" link located at the bottom of the OKX website. |
Enquiries/Complaints can be made via support.usa@okx.com | |
Ticket | Tickets can be submitted via the contact page or through the AI bot logging into your account. |
LiveChat | Complaints or enquiries can be submitted to live agents through the website help center. |
Customer Support Contact Information
E-Mail: support.usa@okx.com
Mailing Address: 99 South Almaden Blvd, Suite 600, San Jose, CA 95113.
OKX Action
Once the complaint is received, we will endeavour to investigate and solve the issue promptly. We may request additional information or contact you or your representative via the contact details you have shared through the submitted complaints form.In cases where a complaint exceeds the purview of our Customer Service Representatives or entails interactions with third-party entities such as banks, payment vendors, product vendors, etc., our specialized Vendor Management teams will establish communication with the relevant account manager from the third-party side, with the objective of securing resolutions within the stipulated turnaround time. Any further elevation of the complaint will be directed to the Company's Compliance team for subsequent handling and resolution.
Final response letter
Once a complaint is received and investigated internally, we will share a final response letter which shall include, among other matters, the decision taken.
Data protection
OKX, as the data controller, provides this Privacy Notice to describe our practices regarding processing of Personal Data.
Please note this page is solely for formal complaints. Our Customer Support Team remains available to address any other concerns or issues that you may have. Kindly reach out to us here.