Complaints: how we handle them and what to expect

1. Introduction and our commitment

A complaint is any expression of dissatisfaction about our service, our platform, or the conduct of our staff. You do not need a special form or legal language: an email describing what happened is enough. We commit to acknowledging every complaint quickly, investigating it fairly, and answering in writing with a clear outcome and the reasons behind it.

2. The complaint process, step by step

1. Submission. Send your complaint by email to [email protected] with the subject line "Complaint". Describe what happened, when, and what outcome you expect.
2. Acknowledgment. We confirm receipt in writing and give you a reference number, normally the same business day.
3. Investigation. The Client Support & Compliance team gathers the relevant records, including account logs and communication history, and may ask you one round of clarifying questions.
4. Written outcome. You receive our conclusion, the reasoning, and any action we will take, such as a correction, a refund of a fee charged in error, or an explanation of why the platform behaved as it did.
5. Closing. If you accept the outcome, the complaint is closed with the reference number recorded. If you do not, the escalation route in section 6 applies.

3. What you should include, and what not to send

Help us help you by including: your full name and registered email, the dates involved, the transaction or strategy references if relevant, and any screenshots that show the issue. Please do not send full card numbers, passwords, one-time codes, or PINs, and do not send originals of documents you still need: uploads and copies are sufficient. Complaints made on behalf of another person require that person's written authorization.

4. Timelines

Standard acknowledgments go out the same business day, and a full written answer follows within ten business days of receiving a complete complaint. Philippine public holidays are excluded from this count. If an investigation genuinely needs longer, we write to you before the deadline passes, explain what is still being checked, and give you a revised date. You will never discover a delay by silence.

5. Escalation inside Visaya Capital

If the first answer does not resolve the matter, reply to the same thread and ask for the complaint to be escalated. Escalated complaints are reviewed by a senior member of the Client Support & Compliance team who was not part of the original decision, and you receive their independent conclusion within a further ten business days.

6. External dispute resolution

If the internal process is exhausted and you remain dissatisfied, you may raise the matter with the Philippine authority competent for the subject of your complaint, for example the Securities and Exchange Commission for investor-protection matters or the relevant body for consumer and data-protection concerns. We do not require you to waive this right at any stage, and our written final response will state that the internal process is complete.

7. Our commitments to you

• Transparency: every answer explains the reasoning, not just the conclusion.
• Confidentiality: complaint records are seen only by the people handling them.
• Objectivity: reviewers are independent of the events complained about.
• Communication: you hear from us in writing at every stage, without needing to chase.
• No retaliation: complaining never affects your access to the platform or the speed of your withdrawals.
• Improvement: recurring complaint themes are documented and fed back into platform changes.

8. Contact for complaints

Write to [email protected] with the subject line "Complaint", or post to Ayala Avenue, Makati Central Business District, Makati City, 1226 Metro Manila, Philippines. Support operates Monday to Friday, 9:00–18:00 PHT (excluding public holidays), with a first reply usually under one business hour. If your matter is urgent because funds are at immediate risk, say so in the subject line and we will prioritize it accordingly.