1. Purpose of this process
The complaints process exists to resolve problems quickly, fairly and on the record. We treat every complaint as feedback about where the service failed, not as a nuisance. Complaining is free, it never affects your standing on the platform, and a person always replies, not a template, even if the first response asks for more details to route the case.
2. How the process works
You send the complaint
Write to [email protected] with the word "Complaint" in the subject line and the details listed below.
Registration
We confirm receipt within one business day and assign a case number you can quote in every follow-up.
Review
The responsible team investigates: transaction logs, account history, correspondence. Complex cases can take longer; you will receive updates, not silence.
Decision
You receive a written reply with the outcome and its reasoning. If the complaint is upheld, the remedy is described in concrete terms: refund, correction, compensation.
Escalation, if applicable
If you disagree with the decision, you can escalate within the company (section 5) or use external dispute resolution.
3. What to include
Include: your full name and registered email; dates and amounts; a chronological description of what happened; and what resolution you consider fair. Useful attachments: screenshots, confirmation emails, transaction identifiers.
Do not include: passwords, 2FA codes, full card numbers or copies of documents beyond what was requested. No legitimate complaints process needs your credentials.
4. Timelines
| Stage | Target |
|---|---|
| Acknowledgement of receipt | 1 business day |
| Standard review | up to 10 business days |
| Complex review (multiple systems, third parties) | up to 30 business days, with updates every 10 |
| Escalated review within the company | up to 15 business days from escalation |
Timelines may be extended when information from third parties is required; you will be informed of the extension and its reason before the original deadline expires.
5. Escalation and external resolution
If the internal process does not resolve the matter, escalate by replying to the decision email with "Escalation" in the subject line: the case goes to a senior reviewer who was not part of the original decision. Outside the company, you can turn to SEBI's Online Dispute Resolution portal or the financial protection bodies applicable to your situation; eligibility and deadlines depend on local rules, and nothing in our process limits your legal rights.
6. Our commitments
- Every complaint is registered, investigated and answered in writing.
- Reviews are carried out by people independent of the facts complained about.
- Your data is used only to process the complaint and is handled under the Privacy Policy.
- Outcomes and their reasoning are communicated in plain language, without empty templates.
- Filing a complaint never affects your account, your service level or your withdrawals.
- Recurring themes are analysed and drive changes to the product.
7. Complaints contact
[email protected], with "Complaint" in the subject line. The mailbox is monitored on business days; the confirmation with your case number marks the start of the process described above.