We take complaints seriously and have a structured process for handling them.
How to raise a complaint?
Contact support: Email [email protected] or use the in-app chat. Describe your concern in detail.
Acknowledgement: We'll acknowledge your complaint within 1 business day.
Investigation: Our team investigates the issue. We may ask for additional information.
Resolution: We aim to resolve complaints within 5 business days. Complex cases may take longer; we'll keep you updated on progress.
Types of complaints we handle:
Account issues
Platform functionality concerns
Disagreements about deal terms or fees
KYC/verification issues
Data privacy concerns
Service quality complaints
If we can't resolve your complaint to your satisfaction:
Escalation: Request escalation to a senior team member
External resolution: Depending on your jurisdiction, you may have access to a financial ombudsman or alternative dispute resolution service
Legal recourse: Your subscription agreement outlines the governing law and dispute resolution mechanism for investment-related disputes
Investment-specific disputes.
Disputes related to a specific investment (e.g., valuation disagreements, distribution timing) are governed by the SPV operating agreement. Contact support, and we'll work with the SPV administrator to address your concern.