Complaints Policy

1. What is a complaint?

A complaint is an expression of dissatisfaction about the Platform’s services, conduct, or decisions — other than a dispute with a counterparty (which should be raised through the dispute workflow). Examples include complaints about: account decisions, verification outcomes, customer service, fee charges, or Platform technical failures.

2. How to make a complaint

Complaints may be submitted through the official contact page or by writing to:

[PLACEHOLDER — Complaints address / contact email to be confirmed]

Please include: your account reference, a clear description of the issue, the outcome you are seeking, and any supporting evidence. Providing complete information helps us resolve your complaint faster.

3. Acknowledgement

We will acknowledge your complaint within [PLACEHOLDER — timeframe to be confirmed, e.g., 2 business days] of receipt. The acknowledgement will include a reference number and the name of the person handling your complaint.

4. Investigation and resolution

We aim to resolve complaints within [PLACEHOLDER — target resolution period, e.g., 15 business days]. Complex complaints or those requiring third-party input may take longer. We will keep you updated if additional time is required.

Our response will explain our findings, the decision reached, any remedial action we will take, and your options if you remain dissatisfied.

5. Escalation

If you are not satisfied with our response, you may escalate your complaint to:

• Senior management review — request escalation through the contact page referencing your complaint number
• The relevant financial ombudsman, supervisory authority, or consumer protection body in your jurisdiction [PLACEHOLDER — specific bodies to be confirmed per jurisdiction]
• Alternative dispute resolution (ADR) — [PLACEHOLDER — ADR scheme membership to be confirmed]

6. Complaints about licensed partners

Complaints about the services of licensed payment, escrow, or verification partners should be directed to that partner under their own complaints process. We will help identify the correct contact where possible.

7. Complaints we cannot consider

We cannot consider complaints that:

• Are about a legal or regulatory decision that we are required to make without discretion
• Relate to the outcome of a dispute between parties (use the dispute workflow)
• Are the subject of active court proceedings
• Are made more than [PLACEHOLDER — limitation period] after the event giving rise to the complaint, subject to mandatory law

8. Record keeping

All complaints and their outcomes are recorded and retained for regulatory compliance purposes. We use complaint data to identify patterns and improve our services.