Complaints Policy
We are committed to handling your concerns in a fair, timely, and transparent manner. Your feedback helps us improve and serves you better.
2 Days
Response Time
10 Days
Resolution
24/7
Support
1. Objective
Crowdveste is committed to handling complaints in a fair, timely, and transparent manner. This policy outlines how users can raise concerns and how we will address them with the highest level of professionalism and care.
2. Scope
This policy applies to all platform users, including investors, donors, fundraisers, and other stakeholders interacting with our donation and equity crowdfunding services. Every user deserves fair treatment and prompt resolution of their concerns.
3. How to Lodge a Complaint
3.1 Complaints may be submitted via:
Email Support
Send detailed complaints directly to our dedicated support team
Email Address:
Web Form
Use our convenient online form accessible through the Contact Us page
Online Form:
Physical Mail
Send written complaints to our physical address for formal documentation
Mailing Address:
Crowdveste Office
Lusaka, Zambia
3.2 Please include the following in your complaint:
Required Information
Your full name and contact information
A clear description of the issue
Relevant documents or transaction IDs
Screenshots or supporting evidence
4. Acknowledgement and Response
Our Response Timeline
Complaint Received
Your complaint is logged into our system
Acknowledgement
Within 2 working days
Investigation
Thorough review of your case
Resolution
Within 10 working days
4.1 Crowdveste will acknowledge receipt of your complaint within 2 working days.
4.2 A resolution or progress update will be provided within 10 working days, depending on the complexity of the issue.
5. Escalation Process
Compliance Officer
If unsatisfied with our initial response, escalate to our Compliance Officer
SEC Zambia
Final escalation to the Securities and Exchange Commission of Zambia
5.1 If you are not satisfied with our response, you may escalate the matter to our Compliance Officer.
5.2 If still unresolved, complaints may be forwarded to the Securities and Exchange Commission of Zambia (SEC) for further review.
6. Record Keeping
Crowdveste will maintain comprehensive records of all complaints and resolutions for regulatory review and internal quality assurance. This ensures transparency, accountability, and continuous improvement of our services.
7. Continuous Improvement
Trend Analysis
Regular review of feedback patterns to identify areas for improvement
Process Enhancement
Continuous refinement of platform operations based on user feedback
Satisfaction Focus
Commitment to improving customer satisfaction and service quality
Feedback and complaints are reviewed periodically to identify trends and improve platform operations and customer satisfaction. Your input drives our commitment to excellence.
Have a Complaint or Feedback?
We value your feedback and are committed to resolving any issues promptly. Don't hesitate to reach out to us through any of our available channels.