Complaints & Dispute Resolution

Complaints and Dispute Resolution

1. How to Make a Complaint

We are committed to providing excellent service to all our customers. However, we understand that issues may arise from time to time. Our primary goal is to resolve your concerns as quickly and effectively as possible.

Initial Contact with Customer Support

For the fastest resolution: If you have an urgent issue with your Account, a Transaction, or any aspect of our Services, we strongly encourage you to contact our Customer Support team directly. Our support team is equipped to resolve most issues promptly and efficiently.

Submitting a Formal Complaint

Right to Complain: If you have already contacted our Customer Support team and are not satisfied with the resolution provided, you have the right to submit a formal complaint.

How to Submit: You may submit a formal complaint by:

• Completing our online complaint form available on the 1Klas Website

• Sending a written complaint to the email address provided on our Website

• Using any other complaint submission method we make available from time to time

Required Information: When submitting a complaint, please provide:

• Your full name and Account details

• A clear description of the issue or concern

• Relevant Transaction reference numbers or dates

• Any supporting documentation or evidence

• Your desired resolution or outcome

• Your preferred method of contact for our response

2. Our Complaint Handling Process

Upon receiving your formal complaint, 1Klas will:

• Acknowledge Receipt: Send you an email confirmation acknowledging that we have received your complaint

• Request Additional Information: If necessary, contact you to request any additional information, documentation, or clarification needed to investigate your complaint thoroughly

• Investigate Your Complaint: Conduct a comprehensive investigation of your case and concerns, reviewing all relevant facts, circumstances, and applicable provisions of this Agreement and related policies

• Provide a Response: Send you a detailed written response explaining our findings, the actions we have taken (if any), our decision, and the reasons for our decision

Response Timeframes

Standard Timeline: We aim to acknowledge your complaint within twenty-four (24) hours of receipt and provide you with a final response within fifteen (15) calendar days from the date you submitted your complaint.

Extended Timeline: In certain circumstances where additional time is required to conduct a thorough investigation—such as cases involving complex transactions, third-party inquiries, or regulatory matters—we may need to extend the response deadline. If an extension is necessary, we will notify you promptly and provide an estimated timeframe for our final response. The extended deadline will typically not exceed fifty-six (56) calendar days from the date of your complaint, though this may vary depending on applicable regulatory requirements in your jurisdiction.

Right to Escalate: If you do not receive any communication from 1Klas regarding your complaint within the applicable initial response period, or if you are dissatisfied with the timeline for resolution, you have the right to escalate your complaint to the relevant external dispute resolution body as outlined below.

3. External Dispute Resolution

Right to External Review: If you are not satisfied with our final response to your complaint, you may have the right to refer your complaint to an external dispute resolution body, ombudsman service, or regulatory authority, depending on your jurisdiction and the nature of your complaint.

Time Limits for Escalation: External dispute resolution bodies typically impose time limits within which you must submit your complaint after receiving our final response. These time limits vary by jurisdiction and may range from thirty (30) days to twelve (12) months. You should review the specific requirements of the relevant dispute resolution body carefully to ensure you do not miss any applicable deadlines.

Complaints in Canada

Limited External Recourse: As of the date of this Agreement, no regulatory ombudsman or external dispute resolution body is currently available in Canada specifically for consumers to submit complaints against payment service providers or Money Services Businesses such as 1Klas.

Regulatory Advocacy: We encourage you to contact your provincial or territorial consumer protection office, or to reach out to federal regulators such as the Financial Consumer Agency of Canada (FCAC), to advocate for the establishment of formal complaint mechanisms for payment service providers.

Available Recourse: In the absence of a specialized ombudsman service, you may still have recourse through:

• Small claims court or civil litigation for disputes involving monetary claims

• Consumer protection offices in your province or territory

• Regulatory complaints filed with the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC) regarding compliance with anti-money laundering or terrorist financing obligations

• Complaints to the Competition Bureau regarding potentially unfair business practices

Extended Response Period: For complaints originating in Canada, if we are unable to provide a final response within fifteen (15) calendar days, we will extend the response deadline to fifty-six (56) calendar days from the date you submitted your complaint. We will notify you if this extension is necessary.

Complaints in Other Jurisdictions

International Customers: If you are located outside of Canada, or if you are using Services provided by a 1Klas affiliate or partner entity in another jurisdiction, different complaint handling procedures and external dispute resolution mechanisms may apply.

Jurisdiction-Specific Information: We will provide you with information regarding applicable complaint procedures and external dispute resolution bodies relevant to your jurisdiction:

• When you open your Account, if you are located outside Canada

• Upon your request at any time

• In our final response to your complaint, if applicable

Applicable External Bodies: Depending on your location, you may be able to refer unresolved complaints to:

• Financial ombudsman services or financial services complaint authorities

• Consumer protection agencies or regulatory authorities

• Industry-specific dispute resolution schemes

• Government consumer affairs departments

• Alternative dispute resolution (ADR) mechanisms established under applicable law

Contact details, eligibility criteria, time limits, and procedures for these external bodies will be provided to you as appropriate based on your circumstances.

4. Appealing Account Deactivation or Restrictions

Right to Appeal: If your Account has been deactivated, suspended, restricted, or terminated by 1Klas, you have the right to appeal this decision and request a review.

How to Appeal: To submit an appeal, please:

• Submit a written appeal through our online appeal form or complaint form

• Provide a clear explanation of why you believe the deactivation or restriction was unwarranted

• Include any supporting documentation or evidence that may assist in our review

• Ensure all information provided is accurate and complete

Review Process: Upon receipt of your appeal, we will:

• Acknowledge receipt of your appeal

• Conduct a thorough review of your Account history, the circumstances leading to the deactivation or restriction, and the information you have provided

• May request additional information or documentation if necessary

• Provide you with a decision on your appeal, including our reasons

Outcome: The outcome of your appeal may include:

• Full reinstatement of your Account with no restrictions

• Partial reinstatement with certain limitations or enhanced monitoring

• Confirmation of the deactivation or restriction with an explanation of our reasons

• A requirement for you to satisfy additional verification or compliance conditions before reinstatement

No Guarantee of Reinstatement: Please note that submitting an appeal does not guarantee that your Account will be reinstated. 1Klas retains the sole discretion to determine whether reinstatement is appropriate based on our risk assessment, regulatory obligations, and compliance requirements.

Limitation: Appeals related to Account deactivation or restrictions necessitated by legal requirements, court orders, regulatory directives, or sanctions obligations may not be subject to review or reversal.

5. General Provisions Regarding Complaints

No Retaliation: 1Klas will not penalize, discriminate against, or take any adverse action against you solely because you have submitted a complaint or exercised your rights under this complaints process.

Good Faith Requirement: All complaints must be submitted in good faith with accurate information. Submission of false, misleading, or fraudulent complaints may result in account suspension or termination and may constitute a breach of this Agreement.

Preservation of Rights: Nothing in this complaints process limits, waives, or affects any legal rights you may have under applicable consumer protection law, financial services regulation, or other legislation. You retain all rights to pursue legal remedies through courts or other legal channels, subject to applicable limitation periods.

No Admission: Our investigation of a complaint, provision of information, or any actions taken in response to a complaint do not constitute an admission of liability, wrongdoing, or breach of this Agreement.

Confidentiality: Information you provide in connection with a complaint will be handled in accordance with our Privacy Policy. We may share complaint-related information with regulatory authorities, law enforcement, external dispute resolution bodies, or other third parties where required or permitted by law.

Language: Complaints may be submitted in English or, where required by applicable law, in other official languages of your jurisdiction. We will respond to complaints in the same language in which they were submitted, where reasonably possible.

Amendments: We may update or modify this complaints process from time to time. Any material changes will be communicated to you in accordance with the notice provisions of this Agreement.