Policies
Crowdbase complaints handling policy
1. Complaint Submission Procedure
At Crowdbase Ltd (“Crowdbase” or the “Company”), we are committed to providing high-quality services and serving our clients’ interests in the best possible way.
However, if a client is not entirely satisfied, they have the right to submit a complaint. We aim to resolve any issues fairly and efficiently, in accordance with Regulation (EU) 2020/1503 on European Crowdfunding Service Providers (ECSPR).
This policy outlines the procedure for handling complaints submitted by investors or fundraisers.
2. How to Submit a Complaint
You can submit your complaint to Crowdbase’s Complaints Handling Officer (“Complaints Officer”), who is responsible for reviewing and investigating all complaints.
Complaints can be submitted in the following way:
📩 By email: Send your complaint to [email protected] with a detailed description of the issue.
Upon receiving your complaint:
- Crowdbase will register your complaint in our internal records and assign you a Unique Reference Number (URN).
- We will confirm receipt of your complaint within five (5) business days.
- This Unique Reference Number should be used in all future communication regarding your complaint.
3. Complaint Handling Process
- The Complaints Officer will conduct an internal investigation and may contact you for further information or clarifications.
- A report on the complaint will be submitted to the Board of Directors for review and resolution.
- Within two (2) months, Crowdbase will provide a final decision in writing regarding your complaint.
- If additional time is required, we will notify you of the delay and expected resolution timeframe, which will not exceed three (3) months from the date of submission.
All complaints are handled with strict confidentiality.
4. Escalation & Further Actions
If you are not satisfied with the outcome of your complaint, you may:
- Seek independent legal advice regarding further actions.
- Explore alternative dispute resolution (ADR) mechanisms.