1. Purpose

This Policy explains how Investra International Ltd, 128 City Road, London EC1V 2NX, United Kingdom, handles complaints about the Investra platform and related services, and the alternative dispute resolution (“ADR”) options available if you are not satisfied with the outcome. It applies to consumers and, where stated, to business Partners.

2. How to Complain

You can raise a complaint free of charge: through the in-app help centre; by email to complaints@investra.io; or by post to our registered office. Please include your account email, a description of the issue, relevant dates and references, and the outcome you seek.

If your complaint concerns a Provider or Partner rather than Investra, we will tell you promptly and, with your consent, forward the complaint to them.

3. Acknowledgement and Timelines

We acknowledge complaints within 2 business days and aim to provide a substantive response within 15 business days. Where a complaint is complex, we will inform you of the delay, the reasons and the expected response date, which will not exceed 35 business days from receipt.

Complaints from business Partners under Regulation (EU) 2019/1150 are handled through the internal complaint-handling system described in the partner portal, with outcomes communicated individually and without undue delay.

4. Escalation

If you are not satisfied with the first response, you may request escalation to a senior reviewer not involved in the original decision. The escalation outcome is our final response.

5. Alternative Dispute Resolution

If you are a consumer in the EU and unhappy with our final response, you may refer the dispute to a certified ADR body in your member state. The European Commission's online dispute resolution platform at https://ec.europa.eu/consumers/odr can help identify competent bodies. Participation in ADR is voluntary for Investra except where mandatory under applicable law; we will state our position on participation in our final response.

For residents of the TRNC and other non-EU markets, local consumer-protection authorities and courts remain available in accordance with local law.

6. Mediation for Partners

For disputes with business Partners that are not resolved through the internal complaint-handling system, we are willing to engage in mediation. The mediators we are willing to use are identified in the partner portal in accordance with Regulation (EU) 2019/1150. Mediation costs are shared as provided there.

7. Legal Rights Unaffected

Nothing in this Policy limits your right to bring proceedings before the competent courts, or any mandatory rights you enjoy under the consumer-protection law of your country of residence.

8. Records and Learning

We record complaints, outcomes and remedial actions, and review complaint trends quarterly to improve our services. Complaint records are retained in accordance with the retention periods in the Privacy Policy.