Complaints Policy

2. What is a complaint#

A complaint is an expression of dissatisfaction about a service, account decision, platform behavior, communication, or fee where a response or resolution is expected.

Ordinary product questions, feature requests, and general feedback are handled as support inquiries and may be reclassified as complaints when appropriate.

3. How to submit a complaint#

Complaints may be submitted through:

• In-platform support
• The support contact channels published on the website
• Email to the support address shown in the Legal Center or Help Center

Please include:

• Full name and account email
• Approximate date and time of the issue
• Description of what happened and the outcome sought
• Relevant references (order ID, case ID, transaction ID, screenshots where useful)

4. Acknowledgement#

We aim to acknowledge complaints promptly after receipt through the channel used. If additional information is required, we will request it before completing a review.

5. Investigation#

Complaints are reviewed by support or operations staff who were not solely responsible for the original decision where practicable. Investigation may include account logs, communications, product settings, and applicable terms.

Complex matters may be escalated to compliance or senior management.

6. Response#

We aim to provide a clear written outcome explaining:

• Our understanding of the complaint
• Findings based on available records
• Any remedy, correction, or explanation
• Next steps if the matter remains open

Target response times depend on complexity and information completeness. Material delays may be communicated when known.

7. Remedies#

Where a complaint is upheld in whole or in part, remedies may include explanation, process correction, fee adjustment, account correction, or other appropriate action under the Terms. Remedies do not constitute admission of liability beyond what is expressly stated in the outcome.

8. Record keeping#

Complaint records, outcomes, and related correspondence are retained in accordance with the Privacy Policy and internal retention schedules.

9. External options#

Depending on your jurisdiction and the nature of the product, you may have rights to contact a regulator, ombudsman, or dispute-resolution body. This policy does not limit mandatory legal rights. Where a specific external scheme applies to a live regulated product, details will be provided in the relevant product terms or outcome letter.

10. Related documents#

• Terms of Service
• Privacy Policy
• Compliance Policy
• Service Relationship Summary