Document / CMP-08

Complaints procedure

1. Introduction and our commitment

This page describes how to raise a complaint with Matrix Edge and what happens after you do. Our commitment is straightforward: every complaint is acknowledged, investigated by someone not involved in the original matter, answered in writing, and closed with reasons you can read. A complaint will never affect your standing as a client, and raising one is free at every stage of the process described here.

2. The process, stage by stage

Stage one, submission: you send your complaint by email to [email protected] with the word Complaint in the subject line. Stage two, acknowledgment: we confirm receipt and assign a case reference within one business day. Stage three, investigation: a handler reviews your account records, the events in question and any exchanges with staff, contacting you where more detail is needed. Stage four, response: you receive a written outcome with the reasoning behind it. Stage five, if you disagree, escalation: the case moves to the senior review described in section 5 of this page.

3. What to include, and what not to send

Help your case move quickly by including your full name, the account reference if you have one, a plain description of what happened and when, and what outcome you are seeking. Attach or reference relevant confirmations, statements or message threads. Do not send full payment card numbers, passwords, one-time passcodes, or the images of documents beyond what a handler specifically requests: a complaint email is not the place for credentials, and we will never ask for them there.

4. Timelines

Acknowledgment with a case reference is issued within one business day of receipt. Most complaints are answered fully within five business days, and complex cases, those requiring payment provider or exchange input, can take up to fifteen business days. If a case will exceed that window, we write to you before the deadline with the reason and a revised date, rather than letting silence run the clock. These timelines apply during support hours, Monday to Friday, 8:00–17:00 (AST), and public holidays pause the count.

One point specific to Trinidad and Tobago matters here: complaints involving payment disputes, such as card chargebacks raised before a platform complaint, may need to run in parallel with your bank's own process, and our timelines hold only for the parts within our control. Your handler will tell you when this applies.

Outside those parallel processes, the clock on our side is ours to honour, and this page is the standard you can hold us to.

5. Escalation and external dispute resolution

If the first response does not resolve the matter, reply to your case thread within thirty days and the complaint is escalated to a senior reviewer who was not part of the original decision. The senior review re-examines the records and issues a final written position, normally within ten business days. Where a complaint concerns funds, no deadline pressure is applied on you to accept an outcome while a review is open.

If the internal process is exhausted and you still consider the matter unresolved, you retain every right to approach the dispute resolution avenues available under the Trinidad and Tobago regulatory framework, including the complaint channels of the relevant supervisory bodies and the courts. We do not require you to waive those rights as a condition of service, and this page deliberately attaches no links to external organisations so you can choose your own route from official sources.

6. Our commitments to you

First, transparency: you receive reasons in writing, not only outcomes. Second, privacy: complaint records are seen by the handlers and reviewers involved, and no one else. Third, objectivity: no person investigates a complaint about their own conduct. Fourth, communication: if a promised date slips, you hear it from us before the date passes. Fifth, fairness: outcomes follow the Terms of Use and documented policy rather than negotiation stamina. Sixth, learning: recurring complaint themes are reviewed quarterly and feed changes into platform procedure.

7. Contact information

Complaints go to [email protected], for the attention of the Client Support and Compliance team. Written complaints by post are accepted at Level 8, Alexandra Court, 62 Charlotte Street, Port of Spain, Trinidad and Tobago, though email is faster and provides a timestamped thread both sides can follow. Urgent matters involving suspected account compromise are handled first as security cases under the Security page incident route, with the complaint process running afterwards.

8. Before you complain: quick checks

Some frustrations resolve without a formal case. A withdrawal that seems slow may be inside its stated processing window on the Deposit and withdrawal methods page; an unexpected fee is usually listed in the fee schedule; and a document hold is frequently a verification step explained on the AML / KYC page. Checking these first does not waive anything.

If the explanation you find is not there, or not good enough, the complaint channel is open and reads no worse for your having looked first.