Complaints Dispute Resolution

How to raise a concern, what to expect from us, and your rights to escalate.

Overview

Ripple is committed to resolving customer complaints fairly, promptly, and transparently. This page sets out our global complaints handling process as well as jurisdiction-specific information for customers in regulated markets. If you have a concern, we encourage you to contact us.

Email: complaints@ripple.com

Phone (US): +1 (800) 887-4084

Our Complaints Process

Our standard complaints handling process applies globally, subject to any additional requirements in your jurisdiction set out below.

Step 1 — Submit your complaint

Contact us by email at complaints@ripple.com or via our regional phone lines, where available. Please include your name and contact information, account details including the legal name of your business and relationship with Ripple (applicant or current customer), the nature of your complaint, including relevant dates and a detailed description of the conduct giving rise to the complaint.

Step 2 — Acknowledgement

We will acknowledge receipt of your complaint promptly — typically within 3 business days, and no later than the timeframe required by the regulator in your jurisdiction.

Step 3 — Investigation

A dedicated team member will review your complaint fairly and objectively. We may contact you for additional information or supporting documentation. We will keep you informed of progress throughout.

Step 4 — Final response

We aim to provide a final written response within 14 business days. In complex cases, this may take longer — we will notify you if so and provide an updated timeframe.

Step 5 — Escalation

If you are not satisfied with our final response, you may have the right to refer your complaint to a regulatory body or ombudsman. See the jurisdiction-specific sections below for details.

Confidentiality: All complaints are handled confidentially. Your information will only be shared as required to investigate and resolve your complaint, or as required by law.

Jurisdiction-Specific Requirements

In addition to our global process above, customers in the following jurisdictions have specific rights and escalation options under local law.

- New York

Regulated Entities:

Ripple Markets DE LLC (NMLS ID: 2314015) is a licensed Money Transmitter and Virtual Currency Business Licence holder, regulated by the New York Department of Financial Services (NYDFS).

Standard Custody & Trust Company, LLC (NMLS ID: 2261284) maintains a Limited Purpose Trust Charter, regulated by the NYDFS.

How to Complain

Contact us first at complaints@ripple.com or by phone at +1 (800) 887-4084. We maintain both phone and electronic channels for submitting complaints in accordance with NYDFS guidance. You may also contact us by post at:

Ripple Markets DE LLC or Standard Custody & Trust Company, LLC

111 West 19th Street, 6th Floor, New York, NY 10011

You will receive regular updates and an estimated resolution timeline.

Your Rights

You have the right to inquire about the status of your complaint at any time by contacting us using any of the methods above. If you are dissatisfied with our final response, you may request additional information or ask us to reconsider our decision. Such requests must be submitted in writing.

Escalation to NYDFS

If your complaint is unresolved, you may file a complaint directly with the NYDFS:

New York State Department of Financial Services

One State Street, New York, NY 10004-1511

Tel: 1-800-342-3736

Web: dfs.ny.gov

Virtual Currency Notice

Losses due to fraudulent or accidental virtual currency transactions may not be recoverable. Virtual currency transactions are irreversible. Virtual currency is not backed or insured by any government and is not subject to FDIC, NCUA, or SIPC protections. The value of virtual currency may fluctuate significantly and may result in a total loss of value.

Additional state-specific disclosures and escalation contacts for other US jurisdictions are available on our Money Transfer License page.

Luxembourg

Regulated Entity: Ripple Payments Europe S.A. is authorised and regulated as an Electronic Money Institution by the Commission de Surveillance du Secteur Financier (CSSF). Registered office: 53 boulevard Royal, L-7222 Luxembourg.

How to Complain

Submit your complaint in writing to complaints@ripple.com. Please include your account details, a description of the issue, and any supporting documentation.

Escalation to the CSSF

If you have not received a satisfactory response within one month of submitting your complaint to us, you may refer the matter to the CSSF as an alternative dispute resolution (ADR) body. This service is free of charge. To be admissible, your request must be submitted to the CSSF within one year of the date you first filed your complaint with us.

You can submit a request to the CSSF via their online complaints tool at cssf.lu/en/customer-complaints or by email to reclamation@cssf.lu.

Important — Funds Protection

Ripple Payments Europe S.A. is authorised as an Electronic Money Institution (EMI). Funds received from customers are not deposits and are not covered by the Luxembourg Deposit Guarantee Fund (FGDL). Customer funds are protected at all times through mandatory safeguarding mechanisms in accordance with Luxembourg payment services law, including in the event of insolvency.

United Kingdom

Regulated Entity: Ripple Markets UK Ltd. is authorised and regulated by the Financial Conduct Authority (FCA). FCA Reference Number: 1028021.

How to Complain

Submit your complaint in writing to ukcomplaints@ripple.com or by phone at +44 (0)20 4621 6600. You may complain by any means — in writing or by phone.

Eligibility and Escalation Rights

Ripple Markets UK Ltd. serves large corporate customers and financial institutions only. As a result, all Ripple UK clients are Non-Eligible Complainants as defined under DISP 2.7 of the FCA Handbook and are not entitled to refer complaints to the Financial Ombudsman Service (FOS). Ripple UK does not participate in any other alternative dispute resolution scheme.

If your complaint is not upheld, you will receive written confirmation of this outcome together with the reasons for our decision. While you are not able to refer your complaint to the FOS, you may seek independent legal advice or pursue the matter through the courts if you remain dissatisfied.

Reconsideration

If you are dissatisfied with our final response, you may request additional information or ask us to reconsider our decision. Such requests must be submitted in writing to ukcomplaints@ripple.com or by post to the address below.

Dubai

Regulated Entity: Ripple Middle East Limited is authorised and regulated by the Dubai Financial Services Authority (DFSA) in the Dubai International Financial Centre (DIFC). DFSA Reference Number: F008529.

How to Complain

Submit your complaint in writing to complaints@ripple.com. Please include your account details, a description of the issue, and any supporting documentation.

Escalation to the DFSA

If you are not satisfied with our final response, disputes may be resolved through an independent complaints handling service, such as a small claims tribunal, provided that the tribunal has jurisdiction to hear and determine disputes related to Money Service Providers.

Note: The DFSA's jurisdiction applies only to activities conducted in or from the DIFC. If your complaint concerns activities carried out by another Ripple entity, please contact us and we will direct you to the appropriate entity and process.

Singapore

Regulated Entity:

Ripple Markets APAC Pte. Ltd. is licensed by the Monetary Authority of Singapore (MAS) under the Payment Services Act 2019.

How to Complain

Submit your complaint in writing to complaints@ripple.com or by phone. Please include your account details, a description of the issue, and any supporting documentation.

Escalation

If you are not satisfied with our response, disputes between institutional parties may be resolved through mediation, arbitration, or legal proceedings in Singapore. You may also contact MAS at mas.gov.sg.

Australia

Regulated Entity: Ripple Payments Australia Pty Ltd is the holder of Australian Financial Services Licence (AFSL) number 493372, regulated by the Australian Securities and Investments Commission (ASIC). Registered office: 10 Carrington Street, Level 12, Suite 1217, Sydney NSW 2000, Australia.

How to Complain

Submit your complaint in writing to complaints@ripple.com, or by post to the address above. Please include your name, account details, a description of the issue, and any relevant supporting documentation.

Where we are unable to provide a final response within 30 calendar days due to complaint complexity or circumstances beyond our control, we will contact you before the deadline with an IDR delay notification setting out the reasons for the delay, your right to escalate to AFCA, and AFCA's contact details.

What Our Response Will Include

Our final response will set out the outcome of our review. If we reject or partially reject your complaint, we will clearly identify the issues raised, set out our findings, and provide sufficient reasoning for you to make an informed decision about whether to escalate the matter to AFCA.

Escalation to AFCA

If you are not satisfied with our final response, or if your complaint has not been resolved within 30 calendar days, you may refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA provides a free, independent external dispute resolution service. Ripple Payments Australia Pty Ltd is a member of AFCA.

AFCA can be contacted as follows:

Australian Financial Complaints Authority

GPO Box 3, Melbourne VIC 3001

Tel: 1800 931 678

Web: www.afca.org.au

Security & Fraud Prevention

If you suspect unauthorised activity on your account, contact Ripple immediately at complaints@ripple.com.

Important: Ripple will never ask for your password, private keys, or seed phrases via email, phone, or any other channel. If you receive such a request, do not respond — report it to us immediately.

Whistleblowing

Ripple takes regulatory compliance seriously. If you wish to report a potential breach of financial regulation or other misconduct to your relevant regulator, see contact details below.

Report Directly to Your Regulator

You are also entitled to report concerns directly to the relevant regulatory authority, regardless of whether you have first reported to us. You do not need to contact Ripple before going to a regulator.