Policies
Complaints Handling Policy
If something has gone wrong, we want to hear about it. This page explains how to complain, what we do with your complaint, and how long we take.
What counts as a complaint
A complaint is any statement of dissatisfaction about our provision of crowdfunding services. It does not need to be formal and you do not need a lawyer.
Complaining is free
We do not charge for making a complaint and we do not charge for handling one.
Who deals with your complaint
Complaints are handled by Marina Shiammouti, our Anti-Money Laundering Compliance Officer, who also acts as our Complaints Officer.
- Email: [email protected]
- Telephone: +357 22 007 404
- Post: Crowdbase Ltd, 6 Tefkrou Street, 4th Floor, 1066, Nicosia, Cyprus
How to complain
Complaints must be filed using our standard complaint form. It is the template set by European law for all crowdfunding platforms, and using it makes sure we have everything we need.
Download the form, fill it in, and email it to [email protected].
If you write to us without it, we will not turn you away. We will send you the form and help you complete it.
The form asks who you are, which investment or campaign your complaint is about, what happened and when, and what it has cost you. Send us any documents that support what you are telling us. Emails, screenshots, statements and contracts all help.
Which language
You can complain in English or in Greek, and we will reply in the language you wrote in.
We reply by email. If you would rather have our replies on paper, ask and we will send them that way.
When we will reply
Within 10 working days of receiving your complaint we will confirm we have it and tell you whether it is admissible, which means whether it is one we can investigate.
That message will also give you the name, email address and telephone number of the person handling your complaint, and it will restate the date by which you can expect our decision.
Within two months of receiving your complaint we will give you our decision in writing. It will address every point you raised and explain our reasoning.
If something exceptional means we cannot decide within two months, we will tell you why and give you the date by which you will have our decision.
Who can complain, and about what
We will look at your complaint if:
- you are, or have been, a client of ours. That means any actual or prospective investor or project owner to whom we provide, or intend to provide, crowdfunding services. You do not need to have opened an account or made an investment.
- it concerns our provision of crowdfunding services
- it tells us who you are and how to reach you
- it sets out what happened and roughly when
If your complaint does not meet these conditions, we will tell you clearly why we cannot take it forward. If it is simply unclear or incomplete, we will not reject it. We will come back to you and ask for what is missing.
Where we have already decided a complaint like yours, we will reach the same conclusion unless there is a good reason not to, and we will explain the reason.
While we are looking into it
We may contact you for more information, and we will keep you posted on what we are doing.
Every complaint is handled in confidence.
If you are not happy with our decision
Our decision will explain what options are open to you, and it will tell you whether an independent dispute resolution body can consider your case.
You can also take independent legal advice, or raise the matter with the Cyprus Securities and Exchange Commission, which regulates us.
Making a complaint to us does not affect any other right you have.