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Legal

Complaints

How to tell us something has gone wrong, and what we will do about it.

In short

  • Tell us in writing if you are not happy. Write to notices@boxadv.io.
  • We will acknowledge and answer as soon as we can, and keep a record of every complaint.
  • A complaint does not pause any deadline, top-up period or sale under your agreement.
  • Disputes under the agreement go to LCIA arbitration in London.

1. What counts as a complaint

A complaint is any expression of dissatisfaction with our service, the site, our staff or the way we have treated you. You do not have to use the word "complaint".

This page is for businesses, high-net-worth individuals and professional investors that use or apply for Box Advance. For a security report, see responsible disclosure. For a data protection request, see data request.

2. How to complain

Send your complaint in writing by email to notices@boxadv.io.

Please include your name and contact details, your company name if you are a business, your advance reference if you have one, what happened and when, and what you would like us to do. Attach any documents that help.

3. What happens next

  • Acknowledgement. We will tell you we have received your complaint.
  • Review. We will look into it, ask you for more information if we need it, and keep you updated.
  • Response. We will give you a written response with our findings, what we will do, and why.

4. If you are not satisfied

If you are not happy with our response, tell us and ask for it to be reviewed again.

If the matter is still not resolved, a dispute under the agreement is dealt with as set out in section 6.

5. Records

We keep a record of each complaint, what we did and how it ended. We use it to fix the cause and improve. We keep it only as long as needed. Your personal data in it is handled as the privacy notice says.

6. Disputes under the agreement

Any dispute, controversy or claim arising out of or relating to the agreement is finally resolved by arbitration under the LCIA Rules. The seat of arbitration is London, England. There is one arbitrator and the language is English. The agreement is governed by the laws of England and Wales. (agreement clauses 29.1, 29.2)

Boxwind CR may still apply to a court for interim measures, or to enforce its security or an arbitral award. (clause 29.3)

This page does not name an ombudsman or other outside body for disputes under the agreement.

7. What a complaint does not do

Making a complaint does not extend or pause any date, cure period or notice under your agreement. It does not stop Boxwind CR from selling collateral where the agreement allows it. If you have a concern about a repayment or a top-up, act on the deadline and complain at the same time. (agreement clauses 10.12, 28.8)