Formal complaint handling process - OEM
Last Update: 13 April 2026
The Complaints Handling Procedure (the “Procedure”) is established and drawn to address the handling of complaints (“Complaint(s)”) received from users who are using the services of OKX Europe Markets Ltd (“OKX” or the “Company”) and are based within the European Union or European Economic Area. The 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 the Company HelpDesk through our Customer Support team. If you haven't received a sufficient response within 15 Business Days from when you contacted Customer Support, you may wish to consider the below, for free.
However, if you wish to file a formal complaint you may do so either:
E-mail: By submitting the complaints form (downloadable here) to the Compliance Team at the e-mail address complaints.eu.derivatives@708lz9ho.com
Postal address: By downloading and sending the complaints form by registered post to the Compliance Team Piazzetta Business Plaza, Office Number 4, Floor 2, Gharil-Lembi, Tas-Sliema, Malta.
OKX 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 three business days from the date of receipt to let you know we're looking into it. In terms of OKX processes, we'll generally provide our final response letter to the complaint filed within 15 Business Days, if for whatever reason it's not possible, we'll keep you informed of the new timeline to issuing the final response letter.
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, and if applicable information on how to refer your complaint to the Office of the Arbiter of Financial Services.
Office of the Arbiter of Financial Services (OAFS)
If you aren't satisfied with the outcome of the final response letter, you may refer to the Office of the Arbiter for Financial Services in Malta https://www.financialarbiter.org.mt/ Data protection
OKX, as the data controller, provides this Privacy Notice Statement to describe our practices regarding processing of Personal Data.
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.
Disclaimer
The content provided herein is for informational purposes only and may describe products, services, or features that are not available in your jurisdiction. It is not intended to constitute, and should not be construed as:
investment advice or a recommendation to enter into any transaction;
an offer, solicitation, or invitation to buy, sell, or hold any financial instruments; or
financial, accounting, legal, regulatory, or tax advice.
Derivatives, including but not limited to perpetual swaps, futures, and options, are complex financial instruments that carry a high degree of risk. The value of derivatives can fluctuate significantly and may result in the loss of the entire amount invested or more. In addition, changes in market conditions can occur rapidly, making it difficult or impossible to execute trades at favourable prices.
You should carefully assess whether trading in derivatives is appropriate in light of your investment objectives, financial resources, experience, and risk tolerance. You should not engage in derivatives trading unless you fully understand the nature of the products and the extent of your exposure to risk. If you are in any doubt, you should seek advice from an independent financial, legal, tax, or other professional adviser.
Market data, research, and statistical information (if any) contained herein are provided for general informational purposes only and may be obtained from third-party sources believed to be reliable. However, OKX Europe Markets Ltd does not guarantee the accuracy, completeness, or timeliness of such information and accepts no responsibility or liability for any errors, omissions, or inaccuracies, or for any losses arising from the use of or reliance on such information.
Trading in derivatives is subject to applicable laws, regulations, and supervisory requirements, which may differ depending on your jurisdiction. Access to OKX Europe Markets Ltd’s products and services may be restricted or prohibited in certain jurisdictions. It is your responsibility to ensure that you are acting in compliance with applicable laws.
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