Submitting a Complaint
If you believe there has been a breach of service, an error in account handling, or any unfair treatment, you have the right to file a formal complaint. Complaints must be submitted in writing and include all relevant details such as your username, a clear description of the issue, and any supporting evidence.
We recommend using the form below to submit your complaint. Alternatively, you can contact us directly at [email protected]. Please ensure that the subject line clearly states “Formal Complaint.”
Complaint Review Process
All submitted complaints follow a three-step review procedure:
- Acknowledgement: You will receive confirmation that your complaint has been received within 24 hours.
- Investigation: Our internal team will review the complaint and may request additional information. This process usually takes up to 5 business days.
- Resolution: Once the investigation is complete, we will provide a written response, including any corrective actions taken or reasons for dismissal.
Our goal is to handle all complaints fairly, transparently, and in accordance with our internal compliance policies.
Escalation and Appeal
If you are not satisfied with the outcome, you may escalate your case by responding directly to the resolution email. Appeals will be reviewed by a senior compliance officer within an additional 5 business days.
Please be aware that abusive language or multiple duplicate complaints may lead to disqualification of the claim.
Complaint Submission Form
Please complete the form below to file a complaint: