Contact Us
Professional support when you need it
Get in touch with our UK-based team for educational support, regulatory inquiries, or general assistance. We're here to help you on your cryptocurrency learning journey.
Phone Support
Speak directly with our UK-based support team for immediate assistance.
Note: Phone support is available for educational inquiries and account-related questions.
Email Support
Send us detailed inquiries and we'll respond within 24 hours during business days.
Response Time: We aim to respond to all emails within 24 hours during business days.
Office Address
Visit or write to us at our registered UK office address.
Note: This is our registered address for official correspondence. For immediate support, please use phone or email.
Help Centre
Access our comprehensive knowledge base and frequently asked questions.
Available 24/7: Self-service resources are always available for immediate assistance.
Send Us a Message
Use the form below to send us your inquiry. We'll get back to you as soon as possible.
Complaints Process
If you have a complaint about our services, we have a structured process to ensure your concerns are addressed promptly and fairly.
Contact Us Directly
First, please contact us using the methods above. Most issues can be resolved quickly through direct communication.
- Phone: +44 (0) 808 501 5031
- Email: [email protected]
- Response time: Within 24-48 hours
Formal Complaint
If you're not satisfied with our initial response, you can lodge a formal complaint in writing.
- Email your complaint to [email protected]
- Include full details and any supporting documentation
- We'll acknowledge within 3 business days
- Final response within 8 weeks
Financial Ombudsman Service
If you remain dissatisfied, you may be able to escalate certain types of complaints to the Financial Ombudsman Service.
- Available for payment services complaints
- Free service for consumers
- Independent resolution
- Must be within 6 months of our final response
Important Information
Please note that complaints about cryptoasset activities (handled by Payward Limited) cannot be referred to the Financial Ombudsman Service, as these activities fall outside their jurisdiction. However, we are committed to resolving all complaints fairly and promptly through our internal process.
For payment services provided by Payward Services Limited (electronic money and payment services), the Financial Ombudsman Service may be able to consider your complaint if you remain unsatisfied with our resolution.
Regulatory Information
Both Kraken entities are regulated by the Financial Conduct Authority (FCA). You can verify our regulatory status independently.