How to Submit a Complaint
We take all complaints seriously. To submit a complaint:
- Email us at customer.service@kai-signals.com with the subject line "Complaint — [brief description]".
- Include your account email address, a description of the issue, and any relevant dates or signal references.
- We will acknowledge your complaint within 2 business days.
Our Process
| Step | Timeframe |
|---|---|
| Acknowledgement | Within 2 business days |
| Investigation | Up to 10 business days from receipt |
| Final response | Within 10 business days |
If we need more time due to complexity, we will inform you and provide a new expected resolution date.
Escalation
If you are dissatisfied with our response, you may escalate to:
- CNPD (data protection matters): www.cnpd.pt
- EU Online Dispute Resolution (consumer disputes): https://ec.europa.eu/consumers/odr
Our ODR contact email is: customer.service@kai-signals.com
What We Cannot Do
We are not authorised to provide personalised investment recommendations or to reverse investment losses. Complaints about market outcomes or signal accuracy are noted and reviewed as part of our methodology quality process, but we cannot provide financial compensation for investment losses.