At Robinhood, we take customer complaints seriously and do our best to resolve issues to the best of our ability.

The complaints process depends on which entity holds your account: Robinhood Europe, UAB (RHEU) or Bitstamp Europe S.A. (for Bitstamp customers who have recently moved their accounts to the Robinhood app).

Which process applies to you

• RHEU accounts: If your account is held with Robinhood Europe, UAB, follow the steps under RHEU accounts below.
• Bitstamp Europe S.A. accounts: If your account was moved over from Bitstamp and is held with Bitstamp Europe S.A., follow the steps in Bitstamp Europe S.A. complaints. Bitstamp customers can see which entity they are currently registered with under Account → My information, both in the app and on the website.

If you send your complaint to the wrong entity, we'll redirect it to the right team through that entity's own process.

A request for information or clarification isn't treated as a complaint, even if you're unhappy with a product, service, or team member. For those, contact support.

What counts as a complaint

A complaint is if you believe that your rights or legitimate interests were violated during the provision of financial services.

If you believe your issue has not been properly addressed, you can submit a formal complaint by filling out this form (English / Lithuanian) and sending it to complaints_eu@robinhood.com.

You can also submit your complaint in another format, as long as it includes the following mandatory details:

• Your full name
• Your phone number and the email address linked to your account
• A clear description of the issue
• Any relevant circumstances related to your complaint

If you wish to submit your complaint by mail, you can include the details listed above and submit it by post to the following address:

Vilniaus g. 33-201, LT-01402, Vilnius, Lithuania

We will look into your complaint and respond to you by email. We will provide you a case reference number that you can use in relation to your complaint until it is resolved or closed.

While our customer support is currently only available in English, we accept complaints in any official EU language. If you submit a complaint in a language other than English, we will use internal translation tools to review your message and provide a response in the same language. Please note that translations may not be perfect, but we are committed to ensuring clear and accurate communication.

Once we receive your complaint, we will confirm that it has been received and recorded. Next, we will thoroughly investigate your complaint and may request additional information, if necessary.

Our goal is to respond to your complaint within 15 working days, though in some cases it may take longer (if so, we will notify you). The final response letter will include a summary of our investigation and the reasons for our decision.

We will do our best to resolve your concerns. If you are not satisfied with the resolution, you have the right to contact the Bank of Lithuania at Totorių g. 4, LT-01121 Vilnius, or by email to www.lb.lt/gincu-sistema, within one year from the date of contacting us to resolve any dispute. For more information on the disputes handled by the Bank of Lithuania, you can go to www.lb.lt.

Bitstamp Europe S.A., an entity incorporated in Luxembourg with company number B196856, having its registered office at 40, Avenue Monterey, L-2163 Luxembourg, and authorised by the Commission de Surveillance du Secteur Financier (CSSF) in Luxembourg as a payment institution (licence number Z00000012) and crypto-assets service provider (licence number N00000003). Investments in crypto-assets involve significant risks and may not be suitable for all investors. Please read the Risk Warning before investing in crypto-assets.

Robinhood Europe, UAB ("RHEU" or "Robinhood") (company code: 306377915) is authorized and regulated by the Bank of Lithuania ("BoL") as a financial brokerage firm, crypto-asset service provider, and payment institution. RHEU’s registered address is: Vilniaus g. 33-201, LT-01402 Vilnius, Lithuania; website. RHEU’s corporate data is collected and stored with the Register of Legal Entities of the Republic of Lithuania.