1.Scope
SYENU aims to handle complaints fairly, consistently and without unnecessary delay. International customers may also retain mandatory complaint or regulator rights available under their local law.
This policy applies to complaints concerning account access, verification, fiat or crypto transfers, spot trading, fees, restrictions, privacy, security, support and other active SYENU Services.
2.What is a complaint?
A complaint is an expression of dissatisfaction about a SYENU product, service, action, omission or decision where a response or remedial action is reasonably expected. General enquiries may be handled through normal support.
3.How to complain
Email hello@syenu.com and clearly state that the message is a complaint. Include your verified account contact details, a clear description, relevant dates, order/transaction IDs or blockchain hashes, and relevant documents or screenshots. Never send passwords, private keys, seed phrases or authentication codes.
4.Process and target timeframes
| Stage | Process | Target |
|---|---|---|
| Receipt | Complaint logged and reference assigned. | Normally within 3 business days. |
| Assessment | Relevant account, transaction and compliance information reviewed. | Additional information may be requested. |
| Investigation | Appropriate operational, technical, security, payment or compliance team investigates. | Substantive response normally targeted within 15 business days. |
| Complex matters | Third-party, blockchain, legal or regulatory investigation may require more time. | Where practicable, aim to conclude within 30 business days. |
| Outcome | Customer receives outcome and escalation information where appropriate. | Sent through a verified contact channel. |
These are service targets, not guarantees or statutory deadlines. Different mandatory deadlines may apply under local law.
5.International complaints and external rights
A customer in a non-restricted international jurisdiction may have mandatory rights to approach a regulator, ombud, tribunal, data-protection authority, law-enforcement body or court. Nothing in this policy removes rights that cannot lawfully be excluded. The appropriate external body depends on the customer’s jurisdiction, the Service and SYENU’s regulatory status at the relevant time.
6.Security and fraud complaints
Where account compromise or unauthorised activity is suspected, SYENU may temporarily restrict withdrawals, reset security controls or require additional verification while the matter is investigated.
7.KYC/AML and restricted-jurisdiction complaints
Some decisions are influenced by sanctions, KYC/AML, Travel Rule, fraud-prevention or jurisdiction rules. SYENU may be legally or operationally unable to disclose internal risk models, suspicious-activity reports, sanctions logic or other confidential compliance information.
8.Privacy complaints
Privacy complaints may be sent to hello@syenu.com. Depending on applicable law, customers may also complain to a competent privacy or data-protection authority, including the Information Regulator in South Africa where applicable.
9.Complaint records
SYENU may retain complaint records, supporting documents and outcomes for legal, regulatory, audit, risk and service-improvement purposes under the Privacy Policy.
10.Fair treatment and abuse
Genuine complaints will not be rejected merely because a customer is persistent or dissatisfied. Threats, harassment, spam or knowingly false allegations may be managed appropriately while preserving legitimate complaint rights.
11.Updates
This policy may be updated as Services, jurisdictions or legal requirements change.
12.Contact
Complaints may be sent to hello@syenu.com.