Complaints Handling Policy

1Purpose and Scope

1.1This Policy explains how FinzoPark receives, records, investigates and resolves complaints from users and prospective users of the Platform.

1.2FinzoPark operates a customer-facing trading interface integrated with the APIs and related infrastructure provided by Binance and Bybit. Depending on the applicable service arrangements, Binance and/or Bybit may provide underlying trading infrastructure, liquidity, execution, KYC/AML, and, where applicable, custody services. The scope of this Policy is limited accordingly.

1.3The Policy is published free of charge on finzopark.org and is provided in a durable medium on request.

2What Counts as a Complaint

2.1A complaint is any expression of dissatisfaction, whether justified or not, about the provision of, or failure to provide, the Interface Services, including the functioning of the Platform, the accuracy of what it displays, order transmission, fees or charges levied by us, our communications, our handling of your data, or the conduct of our staff.

2.2The following are not complaints and are handled through ordinary support channels: general enquiries; feature requests; and dissatisfaction with market outcomes where no service failure is alleged.

2.3A complaint may be made by an authorised representative on production of satisfactory evidence of authority.

3Who Handles What

3.1If you are unsure, send the complaint to us. Where a complaint falls within the responsibility of Binance or Bybit, we will tell you promptly, explain why, and direct you to the appropriate Binance or Bybit channel. Where a complaint involves both FinzoPark and Binance or Bybit, we will investigate the matters within our responsibility and clearly explain which matters we are unable to resolve.

3.2We cannot compel Binance or Bybit to take action, obtain a remedy from Binance or Bybit on your behalf, or provide an outcome on any matter identified as falling within Binance’s or Bybit’s responsibility.

4How to Submit a Complaint

4.1Please include: your name and Platform profile or registered email address; contact details; the date and time of the events; relevant order, transaction or reference numbers; a clear description of what happened; any loss you consider you have suffered; supporting evidence such as screenshots; and the outcome you are seeking.

4.2Complaints may be submitted in English, and in any other language in which we actively market the Platform.

4.3Please do not send us identity documents, passwords, recovery phrases, two-factor codes or API secrets. We do not need them and will delete them.

5Acknowledgement

5.1Every complaint is acknowledged in writing within five (5) business days of receipt.

5.2The acknowledgement provides a unique reference number, the name and contact details of the person handling the matter, our understanding of the complaint, the expected timeframe, and confirmation of whether any part of the complaint must instead be raised with Binance or Bybit.

5.3Where we can resolve the matter fully within that period, we confirm the resolution in writing instead.

6Investigation

6.1Complaints are investigated fairly, consistently and promptly by staff with sufficient competence and independence. A complaint is never investigated solely by the person whose conduct or decision is the subject of it.

6.2The investigation reviews profile records, order transmission logs, API request and response records, system and access logs, displayed-data snapshots, and communications, and, where relevant, information we are able to obtain from Binance or Bybit and from applicable data and hosting providers.

6.3Where the evidence indicates that the cause lies with the relevant venue rather than the interface, we will explain this clearly and provide the basis for that conclusion, including relevant timestamps and API responses where available, so that you can pursue the matter with Binance or Bybit, as applicable, effectively.

6.4Complaints are handled confidentially and personal data is processed under the Privacy Policy.

7Timeframes

8Final Response

8.1Our final response is issued in writing in a durable medium and sets out a summary of the complaint, the findings and evidence relied on, our decision and clear reasons for it in plain language, any remedy offered and how it will be implemented, and your escalation rights and the applicable time limits.

8.2If we do not uphold the complaint we explain why, and still tell you how to escalate.

9Escalation

9.1Internal review.If you are dissatisfied, you may request review by the Head of Compliance by replying within thirty (30) calendar days and explaining why you consider the outcome wrong. Review is completed within twenty (20) business days.

9.2Binance or Bybit.For any matter within Binance’s or Bybit’s responsibility, escalation is through the respective provider’s own complaints and dispute resolution procedures, as set out in the applicable Binance or Bybit Terms.

9.3Alternative dispute resolution.FinzoPark does not currently hold an authorisation from a financial services regulator, and no statutory ombudsman or alternative dispute resolution scheme is presently available in respect of complaints about FinzoPark. If that position changes, the applicable scheme, the referral deadline and any fees will be named in this Policy and in our final response. A scheme available to you in your own country of residence may nonetheless accept your complaint, and we will not obstruct any such referral.

9.4Regulator.Complaints concerning services performed by Binance or Bybit may be raised with the regulator supervising the relevant Binance or Bybit entity, as identified in the applicable Terms. You may also contact the financial services regulator where you reside. Regulators supervise conduct but do not generally award individual compensation.

9.5Data protection.Data protection complaints may be referred to the supervisory authority of your habitual residence or the authority competent for FinzoPark in the British Virgin Islands.

9.6Courts.Nothing in this Policy limits your right to bring legal proceedings under clause 23 of the Terms of Use. Statutory time limits continue to run while a complaint is being handled.

10Register, Reporting and Root Cause

10.1All complaints are recorded in a central register on receipt, capturing the reference, complainant, date, channel, category, whether responsibility lies with FinzoPark, Binance, or Bybit, key dates, outcome, redress, and root cause.

10.2Management information on volumes, categories, timeliness, outcomes, and root causes is reported to senior management and the Board at least quarterly, and to competent authorities at the intervals they require. Themes concerning the integrations are also raised with Binance and Bybit, where relevant.

10.3Recurring issues are analysed for systemic weakness. Where one is found, we consider whether other users have been affected and whether proactive remediation is appropriate.

10.4Complaint records are retained for at least five (5) years from closure.

11Costs and Fair Treatment

11.1We charge nothing for making, investigating or internally escalating a complaint. You bear the cost of any independent advice and any fee charged by an external body.

11.2No user is treated less favourably, restricted or terminated for making a complaint in good faith.

11.3Where a complaint is abusive, vexatious or repeats a matter already fully answered, we may decline to investigate further after explaining our reasons and confirming your escalation rights.

12Contact