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Complaints Handling Policy

How to raise a service complaint with TrustBridge, how we investigate, and what outcomes you can expect.

Effective July 14, 2026 · Last updated July 14, 2026

This Policy explains how to raise a complaint about TrustBridge’s service, how we handle complaints, and what you can expect from us. It covers service quality, account handling, communication, and how we ran a dispute process. It does not replace the Refund & Dispute Resolution Policy, which covers outcomes on a specific protected transaction (release, refund, partial settlement).

Who we are

TrustBridge is trust infrastructure for social and informal commerce.

Internationally, TrustBridge Technologies Inc. (Canada) is the corporate entity. Nigerian operations are currently supported by TechBudds Ltd (RC 2019027).

Payment collection, holding pending release conditions, and payouts are intended to run through licensed payment partners. TrustBridge does not hold customer funds on its own books as a deposit taking institution.

Contact: hello@trustbridgeplatform.com

For entity details, see our Company Information page at https://www.trustbridgeplatform.com/company-information.

What is a complaint

A complaint is an expression of dissatisfaction about TrustBridge’s service that expects a response or resolution. Examples include:

  • Poor or delayed responses from support
  • Unclear or unfair handling of an account suspension or verification review
  • Difficulty using the Site or Services because of TrustBridge process failures
  • Concern that a dispute review was handled poorly as a service matter (separate from asking us to re decide the money outcome under the dispute policy)
  • Issues with how we communicated status of a transaction

What this Policy does not cover

Use these other channels instead where they apply:

If your message mixes a complaint and a transaction dispute, we may split them: dispute tracked under the Refund & Dispute process; service complaint under this Policy.

  • Release, refund, or dispute on a funded deal: Refund & Dispute Resolution Policy / in product dispute flow
  • Privacy or personal data requests: Privacy Policy
  • Illegal use, fraud, or abuse by another user: Acceptable Use Policy / abuse report to hello@trustbridgeplatform.com
  • Security vulnerability: report to hello@trustbridgeplatform.com until a dedicated disclosure page exists
  • Pure product feedback with no dissatisfaction: contact form or hello@trustbridgeplatform.com

How to make a complaint

Email hello@trustbridgeplatform.com with a subject line starting with Complaint: and include:

You may also use the website contact form and mark the message as a complaint in the body.

  • Your full name and contact email or phone
  • Your TrustBridge account identifier if you have one
  • Transaction reference or link (if relevant)
  • What happened, when it happened, and what you want us to do
  • Any evidence (screenshots, emails, reference numbers)

Our process

We aim to follow these steps:

Target: a substantive response within 10 business days of acknowledgment where practicable. Complex cases (partner banks, identity providers, legal holds) may take longer; we will tell you if so.

Business days are Nigeria / Canada working days for the teams handling your case; holidays may extend timelines.

  • Acknowledge: we aim to acknowledge receipt within 2 business days
  • Assess: we classify the issue (service complaint vs dispute vs abuse vs privacy) and assign an owner
  • Investigate: we review records, talk to relevant teams, and may ask you for more information
  • Respond: we send an outcome explanation and any next steps
  • Close: we close the complaint when addressed, or explain if we cannot do what you asked

Outcomes

Possible outcomes include:

Complaints handling does not guarantee a refund or release. Money outcomes follow the Refund & Dispute Resolution Policy and partner rails.

  • Explanation of what happened
  • Apology where appropriate
  • Correction of an account or process error
  • Process improvement on our side
  • Referral back to the Refund & Dispute process if the core issue is a money outcome
  • Explanation that we cannot grant the remedy requested, with reasons

Fair treatment

We aim to handle complaints fairly, politely, and without discriminating against you for raising a genuine complaint. We may decline to continue correspondence that is abusive, threatening, or clearly vexatious, while still recording the original complaint.

Records

We keep complaint records for operational improvement and legal or partner requirements, for as long as needed under our Privacy Policy and retention practices.

Escalation

If you are unhappy with our final response:

If a payment or identity partner’s conduct is the core issue, we may need you (or us) to also raise it with that partner under their process. We will say so clearly when that applies.

Nothing in this Policy limits mandatory rights you may have under applicable law.

  • Reply to the complaint thread and ask for a senior review, stating why you disagree
  • We aim to have a further review completed within 10 business days where practicable

Changes

We may update this Policy from time to time. The "Last updated" date will change when we do. Continued use after updates means you accept the revised Policy where permitted by law.

Contact

Questions about this Policy may be sent to hello@trustbridgeplatform.com.

TrustBridge Technologies Inc.. Corporation No. 1805624-2. BN 769061375. Incorporated under the Canada Business Corporations Act (Canada).

TechBudds Ltd. RC 2019027.