Complaints Procedure

Complaint Handling Procedure

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LAST UPDATED: January, 2025. 

At Solidus Capital, we are committed to providing exceptional service. If you have a concern or complaint about our services, we want to ensure that your issue is addressed promptly and fairly.

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Step 1: Filing a Complaint

If you have a concern, please contact us through one of the following methods:

  • Email: compliance@soliduscapital.io
  • Phone: +1 (812) 625-7006 - +54 (911) 5705-2082
  • Mail: 800 Brickell Ave. 4th Floor, Suite 408 Miami, Florida 33131

Your complaint should include the following information:

  • Your full name and contact details
  • A description of the issue or concern
  • Supporting documentation
  • How you would like the issue resolved

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Step 2: Acknowledgement

Upon receipt of your complaint, we will:

  • Acknowledge your complaint within 5 business days.
  • Provide you with the name and contact information of the representative assigned to handle your case.

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Step 3: Review and Investigation

Our team will thoroughly review your complaint. During this process, we may:

  • Request additional documentation or clarification
  • Investigate the details internally with the relevant departments

We strive to complete our investigation within 30 business days. If more time is required, we will inform you of the reasons for the delay and provide an updated timeline.

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Step 4: Resolution

Once the investigation is completed, we will:

  • Provide a written response outlining our findings and the steps we will take to resolve the issue.
  • If your complaint is upheld, we will propose a solution that may include compensation, service adjustments, or other corrective actions.

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Confidentiality and Data Protection

Your privacy is important to us. All complaints will be handled in accordance with our Privacy Policy and applicable data protection laws.