US Regulatory Authorities

• New York State Department of Financial Services - If you are located in the State of New York and have a complaint, please first contact Gemini Support.  If you still have an unresolved complaint, you may also direct your complaint to the attention of: New York State Department of Financial Services, One State Street, New York, NY 10004-1511; +1 (800) 342-3736; consumers@dfs.ny.gov. Please visit www.dfs.ny.gov and use the New York State Department of Financial Services Consumer Complaint Portal to file a complaint with DFS.

• For a full list of state regulators and their contact information, please see our User Agreement here.

UK Regulatory Authorities 

• For more information on the UK complaints process see the Gemini Europe User Agreement here.

• UK User Complaint Process:

Gemini Europe Limited is an E-Money Institution, authorized by the FCA (FRN 900988). 

This means that should you be unhappy with how your complaint has been handled, you may be able to refer your complaint to the Financial Ombudsman Service.

If we haven’t been able to resolve your complaint within eight weeks, or you’re not satisfied with the outcome that you have received, you can refer your complaint directly to the Financial Ombudsman Service. Please note - If you receive a final response email from us and you want to contact the Financial Ombudsman Service, you’ll need to do this within 6 months of receiving our email.

• You can contact the service by writing to:

The Financial Ombudsman Service                                                                                     

Exchange Tower

London E14 9SR

• You can also phone them on 0800 023 4 567 or 0300 123 9 123
  Or visit the Financial Ombudsman Service Website here. 

Please note that services offered through Gemini Europe Services Limited are not handled by the Financial Ombudsman Service. If you’d like more information regarding this, please refer to our T&Cs or ask our customer support team for more information.

Correspondence
Please direct correspondence to:
Gemini Trust Company, LLC
600 Third Avenue, 2nd Floor
New York, NY 10016
lawenforcement@gemini.com

Gemini Trust Company, LLC
600 Third Avenue, 2nd Floor
New York, NY 10016
+1 (866) 240-5113