In short, if NioX has let you down you can tell us at the complaints address on the contact page. We confirm in writing that we have your complaint within two business days, we aim to send you a full response within fifteen business days, and if that response still leaves you unhappy you can ask a senior colleague who has not touched the matter to review it once more. We treat every complaint as a chance to put things right for you and to make the exchange better for everyone.
1Purpose and scope
This procedure is the binding commitment of NioX, the spot exchange operated by NIO X PTE. LTD., a company registered in Singapore, on how we receive, investigate and resolve complaints from the people and businesses who use the exchange. It applies to every complaint about our products, our services and the conduct of our staff, whichever channel you use to reach us and wherever in the world you are based.
NioX handles every complaint fairly, consistently and impartially, and always within the permissions we hold to operate the exchange. We give each complaint the same care whatever the size of your account or the amount in question, and we will never treat you less favourably because you have chosen to complain.
We treat a matter as a complaint whenever you tell us you are unhappy with the way a service was provided, or with the fact that it was not provided, and you want something put right. It makes no difference whether your concern later proves to be well founded, and no complaint is ever too small to raise with us.
Ordinary questions, requests for information and reports of a technical fault go to the support team and sit outside this procedure, unless you ask for one of them to be recorded as a complaint, in which case the timescales below take effect at once.
2How to make a complaint
Write to the complaints address shown on the contact page, using the email address we hold on file for your account. So that we can look into the matter without delay, please give us your account identifier, a clear account of what happened, the dates on which the events took place, any reference numbers you already hold and the outcome you would like us to reach.
You can also bring a complaint to us through the support channel. If you do, state plainly that you want your message recorded as a complaint, because that is what brings the timescales in this procedure into effect.
Someone else may act for you and complain on your behalf. Where they do, we need your written authority, signed by you, before we release any information about your account to that person, so that your account stays protected at every step.
When you complain you undertake to give us information that is accurate, complete and honest, and to tell us promptly if anything you have already sent us changes. Accurate information lets us reach the right outcome quickly and fairly, and if we later find that a complaint rested on details that were false or misleading we may close it and record the reason for doing so.
3How your complaint is investigated
Every complaint is owned by a member of our complaints team who took no part in the events you describe. That person gathers the records, weighs the evidence on both sides and, where it helps, comes back to you for more detail. No one whose conduct or decision lies at the heart of your complaint takes any part in deciding it.
Your complaint then moves through the four stages set out below, and we keep you informed at each one.
| Stage | Action | Timescale |
|---|---|---|
| Acknowledgement | We record your complaint, assign it a reference and confirm in writing that we have it. | Within two business days of receipt |
| Investigation | A colleague independent of the events reviews the matter and may contact you for more detail. | Begins on acknowledgement |
| Response | We send a full written response covering what we found, how we reached our view and any remedy we propose. | Within fifteen business days of receipt |
| Extended response | Where a response cannot be ready inside fifteen business days we explain why and give you the date on which it will arrive. | No later than thirty five business days from receipt |
These timescales are firm commitments rather than mere targets, and we measure ourselves against them. If we ever expect to miss one we will tell you, explain the reason and keep you updated until the matter is closed.
4Our final response
Our final response is written in plain language and tells you clearly whether we uphold your complaint in full, in part or not at all. Where we uphold it, the response sets out exactly how we will put things right and the date by which we will have done so.
Putting things right may mean correcting a record on your account, returning a fee we charged you in error, restoring a position that a fault on our side caused you to lose, or offering an apology together with a change to the process that allowed the problem to arise. Where we do not uphold your complaint we give you the reasons for that decision and the evidence we relied on to reach it, so that nothing about our conclusion is hidden from you.
Our final response also tells you what you can do next if you remain unhappy, so that you are never left without a clear route forward.
5If you remain dissatisfied
If our final response leaves you unhappy, you can ask for one further review, carried out by a senior colleague who has not dealt with your complaint before. Please make that request within eight weeks of receiving our response, and we will confirm the outcome of the review to you in writing.
Using this procedure does not take away any legal right you hold. Depending on where you live, you may also be able to pursue the matter through the courts or through another route open to you under the law that applies to you, and nothing in this procedure limits those rights.
6Records of complaints
For every complaint we keep a secure record of the complaint itself, the investigation we carried out, the response we sent and the final outcome, and we hold that record for at least six years after the matter is closed. You may ask us for a copy of the record that relates to you.
We treat complaints as one of our most valuable sources of insight. At least twice each year our leadership reviews how many complaints we received, what lay behind them and how we resolved them, and we use that review to find the root cause of any recurring problem and to remove it for good. In this way each complaint helps us build an exchange that is safer, fairer and more dependable for everyone who uses it.