Complaints Management Policy

Complaints Policy

FIRST VIEW PAYMENTS LIMITED (hereinafter referred to as the "Company") isincorporated in Canada and regulated by FINTRAC under license number M23164429. Theobjective of this Policy is to outline the procedures for managing complaints.

Definition of Complaint In this policy, a "Complaint" refers to a written grievance from acustomer or any directly concerned individual (hereinafter referred to as the "Customer" or & quot;you") regarding the failure to perform or improper performance of the contract concluded
with the Company on the Platform, or any infringement of your rights, including specificclaims and the circumstances on which they are based.

General opinions or expressions of dissatisfaction without a request for a written reply willnot be considered as a Complaint.

Submission of Complaints If you disagree with the Company’s response or have complaints about the Company’s activities or omissions, you may submit a written Complaint by sending an email to [email protected]. Complaints must be submitted within three (3) months of becoming aware of the violation of your rights or legitimate interests.

Required Information for Complaints Your Complaint must include the following details:

  • Name and surname
  •  Date of birth or personal code
  •  Residential address
  •  Email address and contact phone number
  •  Complaint date
  •  Reason for the Complaint, including what rights or agreements have been violated
  •  Your proposals for a peaceful resolution (if any)

Complaints will be processed after verifying your identity by means acceptable to the Company.

Handling of Complaints Complaints will be handled by the Company’s Customer Support unit (hereinafter referred to as "Customer Support"). Customer Support will consult with Legal, Compliance, Information Security, or other specialists as necessary, depending on the nature of the Complaint.

Upon receipt of a Complaint, Customer Support will request relevant information from the responsible person within the Company, depending on the nature of the Complaint.

The Company is committed to managing Complaints effectively and with care. Complaints will be responded to objectively and correctly, with the aim of resolving the Customer’s issue as quickly as possible. Responses will be provided in a professional and friendly manner, in written or electronic form, based on the Customer's request.

Response Time Complaints will be responded to as quickly as possible, taking into account the Customer’s need for a prompt response.

Decision on Complaints The decision on whether to satisfy the Complaint must be justified. Complaints will be handled and decided by the person who receives the Complaint or by a member of the Customer Support Unit. If a Complaint is addressed directly to the Company’s management, the Customer Support Unit will determine who will handle the Complaint.

The Customer will be informed of the Company’s decision on the Complaint within one (1) month of receipt. If a decision cannot be made within this timeframe, the Customer will be informed in writing within this period about the further processing of the Complaint.

The decision will be communicated to the Customer by the means the Company considers most suitable for the situation (e.g., email, letter).