COMPLAINTS
Last updated 11 September 2026
This policy explains how Exclusive Advisory Services, trading as RandCrypto (“RandCrypto”, “we”, “us”), handles a complaint about this website, the OTC desk, or our conduct as a licensed Category I Crypto Asset Service Provider (CASP) with the FSCA, FSP number 53473. Complaints about your RandCrypto app account should first be raised through the support options in the app, which can resolve most account-specific issues directly.
Email support@randcrypto.co.za with the subject line “Complaint”. Please include your name, contact details, a description of what happened, any reference numbers you have, and what outcome you are looking for. We accept complaints in this way rather than through a dedicated form so that nothing is lost in transit.
We aim to acknowledge a complaint within a few business days, and to give you a full response, or a clear update on next steps, as soon as we reasonably can. More complex complaints, including any that need input from a third-party provider, may take longer; we will tell you if that is the case and roughly when to expect an update.
If you are not satisfied with the initial response, ask for your complaint to be escalated. It will be reviewed by someone senior to whoever handled it first, including our compliance function where the complaint concerns a regulatory matter.
If we cannot resolve your complaint to your satisfaction, you may be able to refer it to the Ombud for Financial Services Providers (FAIS Ombud), or to the Financial Sector Conduct Authority (FSCA), depending on the nature of the complaint. We will confirm the appropriate external body when we respond to you.
We keep a record of complaints we receive and how they were resolved, for as long as required by law, so that we can identify and fix recurring issues.
We may update this policy from time to time. The date at the top of this page shows when it was last updated.