Complaints

Important Information on Complaint Handling

Please read the information below carefully before making a complaint to ensure the admissibility of your complaint and effective handling of your complaint.

Introduction

Shuttle views every complaint or expression of dissatisfaction (or feedback from a customer that conveys a certain level of dissatisfaction) as an opportunity to improve its services.

In accordance with its legal and regulatory obligations, Shuttle has implemented a transparent complaint-handling procedure. To provide you with more information regarding the way Shuttle has set up its complaints handling procedure and how your complaint is resolved, we have prepared this User Complaints Procedure document. 

Free of charge

Every user has the right to make complaints free of charge. Shuttle will not require or ask for any form of payment from its users to file and handle a complaint. 

What is a complaint?

A ‘complaint’ means a statement of dissatisfaction addressed to Shuttle by one of its users relating to the provision of crowdfunding services, which includes:

• Shuttle’s services related to investing on the Platform;
• Shuttle’s services related to seeking funding through the Platform

You can assume that any service offered on our platform related to offers on our platform falls under the above categories. All complaints received are recorded adequately and transparently in the internal complaints administration, handled by the Complaints Management Function according to Shuttle’s complaints procedure and reported to the Compliance function. 

What makes a complaint admissible

A complaint is admissible if the following conditions are met:

1. The complaint is related to the provision of crowdfunding services , relating to: -- PitchedIt’s services related to investing on the PitchedIt platform -- PitchedIt’s services related to seeking funding through the PitchedIt platform
2. The user makes the complaint by using the standardised form provided on the PitchedIt platform.
3. The user provides the required information and evidence with their complaint -- Further specified in Required information and evidence
4. The complaint is submitted in an official language of the jurisdiction in which PitchedIt provides or promotes crowdfunding services
5. The person making the complaint is a PitchedIt Investor / PitchedIt Member / Project Owner and has a user profile on the PitchedIt platform

Required evidence:

• The complainant/representative should provide all available evidence supporting their claims.
• A copy of the contractual documents of the investments to which the complaint relates (if applicable)
• Where a person is submitting a complaint on behalf of another person, we will require a copy of any relevant power of attorney or another official document as proof of the appointment of a representative (where applicable) The form of evidence which is appropriate will depend on the nature of any complaint, but the following should at least be considered:
• Evidence of any loss or damage
• Evidence of a correspondence, e.g.: -- a copy of a conversation e.g., a copied email. -- The user can refer to a conversation with a Shuttle employee by providing details on the conversation, e.g., the time of conversation, the department they have spoken to, and the method used to contact Shuttle.

Complaints Handling Procedure

The Shuttle Complaints Procedure consists of the following steps:

• Receipt of complaint
• Acknowledgement of receipt
• Verification of admissibility
• Investigation of the complaint
• Decision process

Acknowledgement of receipt and verification of admissibility

We send an automated confirmation of receiving the complaint as soon as the complaint is received and processed in our system. This confirmation is sent for the sole purpose of giving assurance the complaint has been received. The automated confirmation will contain the following information:

• The email address and method of adding additional information/data to the complaint.

An employee of Shuttle gives a formal confirmation. Shuttle strives to send this confirmation to the user within three (3) business days but will take no longer than ten (10) business days.

With this confirmation, Shuttle will also provide the following information to the user:

• If the complaint is admissible
• If inadmissible Shuttle will inform the user with a clear explanation of the reasons why
• The identity and contact details of the person or department to whom or to which complaints may address any query related to their complaint
• The method of adding additional information/data to the complaint
• The estimated time in which the user can expect a response

Investigation of the complaint

After Shuttle concludes that a complaint is admissible, we will assess whether the complaint is clear and complete and includes all relevant evidence and information. Shuttle may request further information.

Shuttle  will keep the user informed on the progression of their case and respond to reasonable information requests made by the complainants without any undue delay. These requests can be made by following the instructions received with the complaint receipt confirmation email.

Decision on the complaint

The decision will be communicated within the forty (40) day timeframe. In the case where Shuttle is unable to respond within the timeframe, we  will clearly inform the complainant about the causes of the delay and specify the deadline by which the complainant is expected to receive the decision.

Within five (5) business days of the completion of the investigation, Shuttle will advise the complainant, via email, of:

• the outcome of the investigation;
• where applicable, the terms of any offer or settlement being made;
• that the complainant can refer the matter to the relevant competent authority, and
• the contact details of such authority.

Methods of filing of Complaint:

Use the available form found below to send a complaint electronically.

Submit a Complaint