Complaints

Tevuah Reserve provides a channel for prospective and existing investors to raise concerns about the website, investor access, onboarding, investment administration, communications and related services.

Complaints are considered with regard to the information available, the circumstances of the matter and the relevant contractual, operational and legal requirements.

The process supports the review of service issues, the correction of errors where appropriate and the identification of improvements to investor services.

Where an investment agreement, service arrangement or applicable law establishes a specific complaints or dispute-resolution procedure, that procedure also applies.

You may contact Tevuah Reserve if you are dissatisfied with a service, decision, communication or administrative process connected with your interaction with the platform. Matters may include:

Some matters can be resolved through an ordinary investor enquiry.

If you need information, clarification or assistance, you may contact Tevuah Reserve through the Contact page.

If you are dissatisfied with the service received, believe an error requires investigation or want a matter formally reviewed, clearly identify your communication as a complaint.

Providing a clear description of the issue and the outcome you are seeking helps distinguish a formal complaint from a general request for assistance.

Submit your complaint through the Tevuah Reserve Contact page. Clearly state that your message is a complaint and provide sufficient information to identify the matter.

If you are an existing investor, include relevant account, opportunity, investment or transaction references where applicable. Do not include passwords, authentication codes or other sensitive credentials.

Supporting documents may be provided where relevant to understanding the issue. If further information is needed, Tevuah Reserve may contact you through the contact details supplied.

Clear and relevant information helps Tevuah Reserve understand the concern and assess the appropriate response. When submitting a complaint, include:

Tevuah Reserve reviews incoming complaints and identifies the information required to address each matter.

Where additional information is needed, you may be contacted to clarify the concern or provide relevant supporting material.

Any acknowledgement or subsequent communication should identify the complaint where possible and explain the applicable next steps. Acknowledgement of a complaint does not, by itself, mean that its allegations have been accepted or that a particular outcome has been determined.

The review depends on the nature and complexity of the complaint. Relevant material may include account records, investment documents, correspondence, transaction information, system records and other evidence connected with the matter.

Where appropriate, the review may involve the relevant administrative, investment, technical, compliance or other responsible personnel.

The objective is to understand the circumstances, consider the available evidence and determine an appropriate response in light of the applicable agreements, policies and legal requirements.

Tevuah Reserve may request additional information where the material provided is insufficient to understand or investigate the complaint.

For matters involving account access, investment records or confidential information, reasonable identity and authority checks may be necessary before information is disclosed or account-related action is taken.

Providing requested information promptly can help avoid unnecessary delays. Any information supplied should be relevant to the matter being reviewed.

Following the review, Tevuah Reserve communicates the outcome in a manner appropriate to the circumstances and applicable requirements.

The response may explain the findings, the basis for the decision, any corrective action taken or proposed, and any further steps available to the complainant.

Where a matter cannot be fully resolved, the response may explain what remains outstanding and why.

Submitting a complaint does not guarantee a particular outcome. Decisions are based on the available evidence, relevant agreements and applicable legal and operational requirements.

Tevuah Reserve aims to handle complaints promptly and without unnecessary delay while allowing sufficient time for a fair and thorough review.

Straightforward matters may be addressed more quickly than complaints involving multiple transactions, third parties, extensive documentation or complex investment arrangements.

Where a review takes longer than expected, appropriate communication about the status of the matter may be provided. Any applicable statutory, regulatory or contractual deadlines take precedence over general processing expectations.

Where a complaint remains unresolved or requires further consideration, it may be escalated to an appropriate person or function within Tevuah Reserve.

The escalation process depends on the nature of the issue, the decisions already made and the appropriate level of review.

Material complaints should receive suitable oversight, with appropriate attention to impartiality, conflicts of interest and the separation of responsibilities where necessary.

Where an internal escalation route is available, the relevant steps may be explained in the complaint response or subsequent correspondence.

Depending on the relevant legal entity, investment structure, contractual terms and applicable jurisdiction, investors may have rights to pursue a dispute, complaint or other remedy through an external body or legal process.

Any available external route depends on the circumstances of the complaint and the laws and agreements governing the relationship.

Where an ombudsman, regulator, tribunal, mediation procedure or other external process applies, the relevant information should be provided through the applicable agreement or complaint correspondence.

Nothing in this policy limits any legal rights or remedies available to an investor under applicable law.

Information submitted in connection with a complaint may include personal information, investment records, financial details and other confidential material.

Such information is handled with appropriate regard for confidentiality, security and applicable data-protection requirements. Access and use should be limited to what is reasonably necessary to receive, investigate, administer, escalate and respond to the complaint, or otherwise permitted or required by law.

Further information about the handling of personal information is available in the Tevuah Reserve Privacy Policy.

Tevuah Reserve maintains appropriate records of complaints and their handling in accordance with applicable requirements.

Depending on the matter, records may include the original complaint, supporting documents, correspondence, review activity, findings, decisions, responses and corrective actions.

Complaint records are handled with appropriate access controls and retained in accordance with relevant legal, contractual, operational and compliance obligations.

Complaints are considered on their substance, the available evidence and the circumstances of the matter.

Raising a genuine concern or requesting a formal review should not, by itself, result in inappropriate adverse treatment.

This principle does not prevent appropriate action in response to fraud, threats, abusive conduct, security risks, misuse of the platform or other misconduct. Any such action should be considered separately and handled in accordance with applicable requirements.

Suspected account compromise, unauthorised access, fraudulent communications or unexpected changes to funding instructions may require immediate attention outside the ordinary complaint-review process.

If you suspect that your account has been compromised or receive suspicious payment instructions, contact Tevuah Reserve promptly through a trusted contact channel.

Do not make a payment solely on the basis of unexpected instructions received by email, messaging services or another unverified channel. Verify payment instructions independently before acting.

Do not share passwords, authentication codes or other credentials when reporting an urgent concern.

Use the Tevuah Reserve Contact page to submit a complaint, request assistance or ask about the appropriate process for raising a concern.

Clearly identify your message as a complaint and include the relevant facts, dates, references and supporting information available to you.