Legal

Complaints

If something has gone wrong, this is how to tell us, what we will do about it, how long it will take, and where to go if our answer is not good enough.

Version [1.0] Last updated [date] Applies to harbourx.org and the HarbourX client portal
This is a draft, not legal advice. Every [square bracket] below is a fact only HarbourX can supply, and the whole document needs a lawyer qualified in the governing jurisdiction to review it before it is published. Written against how the platform actually works, so the facts about the product are right — the law around them is what needs checking.

1. How we treat a complaint

A complaint is not a nuisance; it is the cheapest information we will ever get about what is broken. We would rather hear it than not.

You will not be charged for complaining, your account will not be treated differently for it, and you do not need to use any particular form of words.

2. How to complain

Any of these reaches the same place:

The live chat is good for a quick question, but a complaint should go to one of the above so there is a record of it.

3. What to tell us

The more of this you can give us, the faster we can get to an answer:

  • your name and the email address on your account;
  • what happened, and when;
  • any reference number — a withdrawal, conversion or ticket reference;
  • what you would like us to do about it.

Never send us your password or your two-factor codes. We will never ask for them, and any message that does is not from us.

4. What happens next

Within [1] business dayWe acknowledge your complaint in writing and give it a reference.
Within [number] business daysWe investigate and either resolve it or write to tell you where it has got to and when to expect an answer.
Within [8] weeksWe send a final response: what we found, what we are doing about it, and what to do if you disagree.

If we need something from you to get any further, we will ask once and clearly, and we will tell you what happens if we do not hear back.

5. Our answer

Our final response will say plainly whether we think your complaint is upheld, partly upheld or not upheld, and why. Where we got it wrong we will say so, put it right, and tell you what we have changed so it does not happen to the next person.

Where we do not agree with you, we will explain our reasoning rather than simply restating the outcome.

6. If you are not satisfied

Tell us — a final response is not the end of the conversation. Ask for it to be reviewed by [role: the person senior to whoever answered] and we will look again.

You can also take it outside HarbourX:

  • Independent dispute resolution: [name the ombudsman or ADR scheme, its website, and the time limit for referring a complaint to it — usually six months from our final response].
  • Data protection matters: [the supervisory authority and its contact details].
  • The courts of [jurisdiction], as set out in our Terms of Service.

[If HarbourX is not covered by an ombudsman scheme, say so here plainly rather than leaving the question open. A client is entitled to know before they open an account.]

7. What we do with complaints

We keep a record of every complaint for [number] years, and we review them together at [frequency] to find the causes that keep coming back. The point of the record is to fix the pattern, not to file the individual case.