Complaints Policy

1. Purpose

At Bankario, we are committed to providing reliable, transparent, and high-quality financial technology services. If something goes wrong, we encourage you to let us know so we can investigate the matter fairly and work toward a timely resolution.

This Complaints Policy explains how customers can submit a complaint and how Bankario handles complaints.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction relating to the Bankario Services, including but not limited to:

• Account access or functionality;
• Payments or transfers;
• Card-related issues;
• Verification (KYC/KYB);
• Customer support;
• Fees or charges;
• Technical issues;
• Any other aspect of the Services.

General questions, feature requests, or feedback are not treated as formal complaints.

3. How to Submit a Complaint

You can submit a complaint by:

• Using Help → Contact Support within the Bankario app.
• Emailing legal@bankario.io.
• Contacting our customer support team through any official Bankario communication channel.

To help us investigate your complaint, please include:

• Your full name;
• Your registered email address;
• A description of the issue;
• Relevant transaction details (if applicable);
• Any supporting documents or screenshots.

4. Complaint Handling Process

Once we receive your complaint, we will:

1. Acknowledge receipt where appropriate.
2. Review the information provided.
3. Request additional information if necessary.
4. Investigate the matter.
5. Provide a response or update as soon as reasonably practicable.

Some complaints may require coordination with third-party financial infrastructure providers, payment partners, or card issuers, which may affect resolution times.

5. Resolution Time

We aim to resolve complaints as quickly as possible.

The time required depends on the complexity of the issue and whether third-party providers are involved.

Where additional time is required, we will provide updates whenever reasonably possible.

6. Third-Party Services

Certain services available through Bankario are provided by independent third-party partners.

Where a complaint relates to services performed by one of these providers, Bankario may coordinate with the relevant partner to investigate the matter.

Certain decisions, including compliance reviews, payment processing, transaction reversals, account restrictions, or card-related actions, may ultimately be determined by the relevant third-party provider.

7. Customer Responsibilities

To assist with the investigation of a complaint, customers should:

• Provide accurate and complete information;
• Respond promptly to requests for additional documentation;
• Cooperate with any verification or compliance procedures.

Failure to provide requested information may delay the investigation.

8. Fraud and Unauthorized Activity

If you believe your account has been accessed without authorization or you suspect fraudulent activity, you should contact Bankario immediately through the available support channels.

Prompt reporting helps us investigate and take appropriate action where possible.

9. Record Keeping

Bankario may maintain records of complaints, investigations, and related communications for compliance, operational, legal, and security purposes.

10. Changes to this Policy

We may update this Complaints Policy from time to time to reflect changes in our Services, legal requirements, or operational procedures.

The latest version will always be available on our website or within the Services.