Complaints

How to complain

Write to us at the address at the end of this page. It helps if you tell us:

• what happened, and when,
• what you would like us to do about it,
• the page or feature involved, and any screenshots that help,
• how to reach you. Please do not send passwords or sign-in codes.

What happens next

• We will tell you we have received your complaint within 5 working days.
• We will look into it properly, using someone who was not involved where we can.
• We aim to send you our answer within 30 days. If we need longer, we will tell you why and when to expect it.
• Our answer will say what we found, what we will do, and if we turn down your complaint, why.

Complaints about your personal data

If your complaint is about how we handle your personal data, tell us in the same way. You also have the right to complain to your local data protection authority, whether or not you have complained to us first.

If you are not satisfied

You can ask us to review our answer. Depending on where you live and what the complaint is about, you may also be able to take it to an independent dispute body, a regulator or a court. Because Fractionax does not carry out regulated investment activities today, there may be no financial ombudsman that covers it. If you are unsure, tell us and we will explain what we know about the options.

Records

We keep a record of each complaint and how it was settled, and use it to find and fix problems. We keep it as the Privacy Policy describes.