Complaints | Tirnu
Legal

Complaints

Last updated: May 2026  ·  Version 1.0
We take complaints seriously. If something has not met your expectations, we want to know — and we are committed to addressing your concerns fairly, transparently, and promptly.

Our Commitment

We are committed to providing a high standard of service. Where we fall short, we want to make it right. Every complaint is reviewed carefully and responded to within the timeframes set out below.

We treat all complaints with equal attention regardless of how they are submitted. You will not be disadvantaged in any way for raising a concern.

How to Submit a Complaint

You can submit a complaint through any of the following channels. Please provide as much detail as possible, including your account information, the nature of your concern, and any relevant dates or reference numbers.

Complaints Contact

Email
Subject
Please include "Complaint" in the subject line
In-app
Settings → Help & Support → Submit a Complaint

What to Include

To help us resolve your complaint as efficiently as possible, please include the following information where relevant:

  • Your full name and account email address
  • A clear description of your complaint and what happened
  • The date(s) on which the issue occurred
  • Any relevant transaction IDs, reference numbers, or screenshots
  • What outcome you are seeking

Our Process

1
Acknowledgement
We will acknowledge receipt of your complaint within 2 business days of receiving it.
2
Investigation
Your complaint will be reviewed by a member of our team who was not involved in the matter being complained about. We may contact you for additional information during this process.
3
Resolution
We will provide a full written response setting out our findings and any action we have taken or propose to take.
4
Escalation
If you are not satisfied with our response, you may escalate your complaint to the relevant regulatory authority or dispute resolution body in your jurisdiction.

Response Timeframes

We aim to resolve all complaints as quickly as possible. Our target response times are:

Acknowledgement within 2 business days
Full response within 15 business days
Complex cases — up to 35 business days with notification

If your complaint requires more time to investigate, we will contact you to explain the reason for the delay and provide an updated timeline.

Escalation & External Bodies

If you are not satisfied with the outcome of your complaint after going through our internal process, you have the right to escalate the matter to an appropriate external body. Depending on your jurisdiction and the nature of your complaint, this may include:

  • The relevant national financial regulatory authority in your country of residence
  • The European Banking Authority (EBA) or European Securities and Markets Authority (ESMA) for matters relating to EU financial regulation
  • An alternative dispute resolution (ADR) scheme applicable in your jurisdiction
  • FINMA (Swiss Financial Market Supervisory Authority) for users based in Switzerland

We will provide you with the relevant contact details for the appropriate body upon request.

Record Keeping

We maintain records of all complaints received and our responses for a minimum of five years. This helps us identify patterns, improve our service, and demonstrate compliance with applicable regulatory requirements.

Updates to This Policy

We may update this complaints procedure from time to time to reflect changes in our operations or applicable regulatory requirements. The current version will always be available on our website. Material changes will be communicated to users directly.