Crowdbase complaints handling policy
Complaint Submission Procedure
Our objective at Crowdbase Ltd (“CROWDBASE” or the “Company”) is to provide high standard services and to serve the clients’ interests in the best way possible.
However, we understand that there may be cases where the client may not be entirely satisfied. In such cases, every effort is made to resolve any outstanding issues in a fair and speedy way, in adherence, at all times, with the Law.
This page states our procedure for handling complaints you might submit.
You can submit your complaint to the designated Complaints’ Handling Officer of CROWDBASE (“Complaints’ Officer”), who has the authority to handle and investigate any submitted complaints.
Your complaint can be submitted to the Complaints’ Officer in the following way:
The Company directly registers your complaint in the internal records kept for this purpose giving a unique reference number ‘Unique Reference Number’ which will notify you in writing within five (5) days from the date of receipt of your complaint, also confirming the receipt of your complaint.
This Unique Reference Number can be used in any future communication you may have with the Company, the Financial Commissioner ‘Financial Ombudsman’ and/or the CySEC, regarding this specific complaint.
The Complaints’ Officer will proceed to investigate the complaint and will prepare a report to be submitted to the Company’s Board of Directors for decision. The Complaints Officer may also contact you to request further information and/or clarifications.
Within two (2) months from the receipt of the complaint, the Company is obliged to inform you in writing of the outcome/decision. If this is not possible within the two (2) month period, the Company will inform you about the reasons for the delay stating the period within which the investigation is likely to be completed, which may not exceed a three (3) month period after the submission of the complaint. The decision of the Company will be notified immediately and in writing.
All complaints are treated with strict confidentiality.