Complaints Procedure

We want to know when something has gone wrong. This procedure explains how to raise a complaint with NEO FINTECH LTD, what we will do and how quickly, and what you can do if you are not satisfied with our response.

1. How to complain

• Email: complaints@neofin.tech
• Post: Complaints, NEO FINTECH LTD, 210 - 2020 Winston Park Drive, Oakville, Ontario, Canada, L6H 6X7
• Console: existing clients can open a ticket marked "Complaint" from the support menu.

Please include your company name, the virtual account, credit or payout reference if relevant, a description of what happened, and what you would like us to do. Account holders and payers who are not our direct clients may complain to us directly or through the client that issued the account.

2. What we will do

1. Acknowledge your complaint in writing within 2 business days, with a reference number and the name of the person handling it.
2. Investigate independently of the team involved, reviewing ledger entries, Shield decisions, webhook logs, communications and any evidence you provide.
3. Respond with our final decision within 15 business days of receipt. In exceptional cases we may take up to 35 business days, in which case we will write to explain why and when you can expect a final response.
4. Put things right where we were at fault, which may include correcting an entry, refunding a fee, or compensating a direct loss.

3. Complaints about payments

Where your complaint concerns the execution of a payment, the holding of funds or safeguarding, we will coordinate with our banking partner and, where its own complaints process applies, tell you how to access it. Credits returned by Shield are not themselves complaints, but you may ask for human review of any Shield decision through this procedure.

4. If you are not satisfied

If you are not satisfied with our final response, or we have not responded within the time stated above, you may be able to refer your complaint to an external body depending on where you are and the nature of the service:

• In Canada, business clients may refer complaints about our conduct to the relevant provincial consumer protection or financial services authority, or seek independent legal advice.
• In the United Kingdom, eligible micro-enterprises and small businesses may refer complaints about payment services to the Financial Ombudsman Service, where the service was provided by an authorised firm.
• In the European Economic Area, complaints about payment services may be referred to the alternative dispute resolution body designated in the member state of the payment institution.

We will tell you in our final response which body, if any, applies to your complaint.

5. Record keeping

We keep a record of every complaint, our investigation and our response for at least five years, and report complaint volumes and root causes to our board quarterly.