Complaints Policy

1Purpose

1.1We provide a route for customers to raise concerns about an order, balance, transfer, fee, service failure, account restriction, privacy matter or staff conduct. A complaint is free to submit. This process does not remove rights available under law.

1.2We aim to handle complaints consistently, impartially and without avoidable delay. We consider the facts, applicable terms, authoritative records and any mandatory legal rights rather than relying only on the wording shown in a user interface.

1.3You do not need legal representation to complain. If a representative acts for you, we may require proof of authority and may still contact you for identity or security verification.

2What counts as a complaint

2.1A complaint is an expression of dissatisfaction seeking investigation or remedy. We may handle a routine information request through support, but we treat it as a complaint if it alleges an error, unfair treatment or unresolved harm. Report an urgent account compromise immediately to security@nevix.com as well.

2.2Examples include an alleged incorrect execution, missing credit, duplicate debit, unexplained fee, failed withdrawal, inaccurate status, inappropriate account restriction, privacy concern, unresolved P2P decision or misleading communication.

2.3A request for information, feature suggestion or question that does not allege dissatisfaction is normally a support enquiry. If your support enquiry remains unresolved and you express dissatisfaction, you may ask for it to be registered as a complaint.

2.4Reports of market abuse, fraud, security vulnerabilities or suspected crime may follow a specialist process in addition to complaint handling. We will route the matter appropriately without requiring you to resubmit information unnecessarily.

3Who handles the issue

3.1Our Customer Support team handles initial intake. Our trading, wallet, payments, security, privacy and compliance specialists review relevant records. We do not make a person the sole decision-maker on a complaint about their own conduct. Matters involving an external bank, blockchain or P2P counterparty may require information from that party, but we remain responsible for investigating our own actions.

3.2We assign an owner who coordinates the response and obtains information from relevant teams. Complex or high-impact matters may be escalated to Compliance, Legal, Security or management.

3.3Where several customers may be affected by the same root cause, we assess the broader impact and corrective action rather than limiting review to the first complaint received.

4How to submit

4.1Email complaints@nevix.com from your registered email address. Include your account identifier, order or transaction ID, relevant date and amount, what happened, what you expected, and any non-sensitive evidence. Do not email a password, one-time code or private key. If you cannot use your registered email, explain that so we can verify your identity through another secure route.

4.2State the remedy you are seeking, such as an explanation, record correction, release of an incorrect reservation, fee review or another specific outcome. The requested remedy helps us understand the complaint but does not predetermine the result.

4.3Provide original screenshots or documents where relevant and preserve bank, blockchain and communication records. Do not alter evidence. We may ask you to submit sensitive documents through a secure channel instead of ordinary email.

4.4We make reasonable adjustments to the submission process where a disability, language or access issue prevents ordinary use. Contact support@nevix.com and explain the assistance required.

5Acknowledgement and investigation

5.1We will acknowledge receipt, assign a reference and identify the issue to investigate. We will preserve relevant order, execution, ledger, payment, blockchain and communication records. We may ask for more information or coordinate with a provider or counterparty where necessary. Urgent loss-prevention steps may be taken before the investigation is complete.

5.2We aim to acknowledge a complaint within two business days and provide a substantive response within fifteen business days. If the matter is complex or depends on an external party, we will explain the reason for delay and provide an updated target. A legal deadline takes precedence over these service targets.

5.3The acknowledgement identifies the complaint reference and, where practical, its understood scope. Tell us promptly if we have misunderstood the issue or omitted a disputed transaction.

5.4We assess the account instruction, order and execution events, internal ledger, fees, communications, payment or blockchain records and applicable rules. We distinguish a submitted instruction from an executed or settled transaction.

5.5We may request clarification, identity verification or additional evidence. If information is not provided, we decide using the reliable evidence available and explain any material limitation where lawful.

5.6Urgent action, such as restricting a compromised account or preserving funds, is a protective measure and not the final complaint decision. We review whether it remains necessary while the investigation continues.

6Response and escalation

6.1We explain what we investigated, the outcome, any correction or remedy, and how to challenge the decision, except for information we cannot disclose lawfully or for security reasons. You may escalate an unresolved complaint by replying to our decision and asking for Compliance review at compliance@nevix.com.

6.2You may use any court, regulator, the Personal Data Protection Commissioner or a consumer-claims route available under applicable Malaysian law, including the Tribunal for Consumer Claims under the Consumer Protection Act 1999 where it applies. We do not require you to waive such rights to use this process.

6.3A final response states whether the complaint is upheld, partly upheld or not upheld; summarises the material reasons; identifies any correction or remedy; and explains available internal escalation. We may redact confidential information concerning another user, security control or protected report.

6.4A remedy can include correction of records, release or restoration of an amount, reversal of an incorrectly charged fee, technical remediation, an apology or explanation, or another proportionate action. Ordinary market loss from a valid execution is not corrected merely because the price later moved.

6.5To request internal review, identify the part of the decision you dispute and any new evidence. A reviewer not solely responsible for the original decision will consider the matter where reasonably practicable.

7Records and fair treatment

7.1We record complaints, evidence, decisions and corrective action for required retention periods. We review recurring themes and root causes. We do not charge for a complaint or retaliate against a customer for making one in good faith. Privacy and access controls apply to complaint records.

7.2Complaint information is shared only with personnel, providers, counterparties or authorities who need it to investigate, resolve or meet a legal obligation. The Privacy Policy applies to personal data in a complaint.

7.3We track timeliness, outcomes, recurring products or causes and agreed remediation. Significant trends and overdue high-impact matters are escalated to management.

7.4Abusive language, threats or repetitive submissions do not invalidate a genuine underlying complaint, but we may set reasonable communication boundaries. We may close a repetitive complaint that raises no new issue after providing the decision and escalation route.

8Contact

8.1Use your complaint reference in follow-up communications. Contacting several addresses about the same matter can delay consolidation, so send ordinary updates to the complaint thread unless the issue is an urgent security event.