Complaint Resolution Policy

How to complain

You can raise a complaint through the support centre in the client portal, by email to support@crestpointcapital.net, or by telephone on +1 801-415-5166 during business hours. Written complaints give us the clearest record and are the fastest route to resolution.

• Your name and account identifier.
• What happened, including dates, times and any transaction or ticket reference numbers.
• What outcome you are seeking.
• Any documents or screenshots that support your account of events.

Our timeframes

• Acknowledgement: within one business day of receipt, with a reference number and the name of the handler.
• Substantive response: within 15 business days for most complaints.
• Complex cases: where more time is genuinely required we will tell you why and provide a final response within 35 business days.
• Progress updates: at least every five business days while an investigation is open.

How we investigate

Complaints are logged centrally and assigned to a handler independent of the person or team the complaint concerns. We review account records, order and execution data, correspondence and audit-log entries, and where relevant we ask the third-party provider involved for their records. Our conclusion is set out in writing with the reasons for it and any remedy offered.

Escalation

If you are not satisfied with the response you may ask for the case to be escalated to the compliance function at compliance@crestpointcapital.net. Escalated cases are reviewed afresh by a senior reviewer who was not involved in the original decision. Our final response will tell you what further options are available to you, including any relevant external dispute-resolution body or regulator in your jurisdiction.

Records and improvement

We retain complaint records for the period required by applicable law and review complaint themes periodically so that recurring causes are fixed rather than simply resolved case by case.