Complaint and Dispute Policy

Last Updated: March 22, 2023

ALT PRO will respond to all complaints (both consumer and non-consumer), written or oral, promptly and in an appropriate manner. ALT PRO's process is intended to promote a quick, decisive, fair and accurate response to all inquiries, questions and concerns brought to ALT PRO's attention.

A Complaint management process acts as a control against compliance violations. Complaints provide an opportunity for ALT PRO to improve its processes and procedures to communicate with customers so they better understand a product or service.

1.1 Contact ALT PRO.

If you have any feedback, questions, or complaints that you cannot resolve in https://help.alt.pro. contact us via [e-mail] to open a ticket with our Customer Service team.

When you contact us please provide us with your name, email address, and any other information that we may need to identify you, your ALT PRO Account, and the transaction on which you have feedback, questions, or complaints. A Customer Service ticket will not be opened without these information and your complaint email will be deemed premature and will not receive a response.

1.2 Complaints.

If you have a dispute with ALT PRO, you agree to contact our support team in the first instance to attempt to resolve such dispute.

1.3 Escalated Complaints.

Certain customer complaints are given priority and escalated to Compliance and/or Sr. Leadership to review. These are complaints that represent the greatest regulatory and reputational risk to the ALT PRO. A compliant should be escalated if the customer uses any of the following keywords or words with similar meaning:

• Fraud

• Lawsuit

• Lawyer

Escalated complaints will be managed by Compliance team via [e-mail], addressing all points raised in your complaint. Within thirty business days ((all days excluding Saturday, Sundays, and any bank holiday in the Saint Vincent and the Grenadines) (“Business Days”)) of our receipt of your complaint, the Compliance team may: (1) offer to resolve your complaint in the way you have requested; (2) reject your complaint and set out the reasons for the rejection; or (3) offer to resolve your complaint with an alternative proposal or solution. In exceptional circumstances, if the Compliance team is unable to respond to your complaint within thirty Business Days, the Compliance team will use reasonable efforts to send you a holding response indicating the reasons for a delay in answering your complaint and specifying the deadline by which the Compliance team will respond to your complaint.

1.4 Record Retention.

ALT PRO requires that complaint data is to be kept for a period of 5 years following the date of the complaint resolution.