COMPLAINTS POLICY

Effective Date: 14/05/2026

1. COMPLAINTS PROCESS
   1.     1.1.Complaints may be submitted to complaints@saintree.com.

2.     1.2.Complaints should include:

• the complainant’s full name;
• account information where applicable;
• a detailed description of the issue;
• supporting evidence or screenshots where relevant.

3.     1.3.SainTree may request additional information where necessary to investigate a complaint.

2. ACKNOWLEDGEMENT OF COMPLAINTS
   1.     2.1.SainTree will aim to acknowledge complaints within seven (7) calendar days of receipt.

2.     2.2.Acknowledgement of a complaint does not guarantee a particular outcome.

3. INVESTIGATION & RESPONSE TIMES
   1.     3.1.SainTree will investigate complaints in a fair and reasonable manner.

2.     3.2.Complex complaints involving fraud, payment disputes, copyright claims, moderation reviews, legal obligations or third-party investigations may require additional time.
3.     3.3.SainTree aims to provide a substantive response or outcome within eight (8) weeks where reasonably practicable.
4.     3.4.Certain investigations may remain ongoing beyond eight (8) weeks where required for legal, regulatory or fraud prevention purposes.

4. ESCALATION

    4.1.Users may provide additional evidence during investigations.

2.     4.2.SainTree reserves the right to escalate complaints to legal advisers, payment processors, law enforcement agencies or regulatory authorities where appropriate.

5. ABUSIVE OR FRAUDULENT COMPLAINTS
   1.     5.1.SainTree reserves the right to reject, restrict or close complaints that are:

• abusive;
• threatening;
• repetitive without merit;
• fraudulent;
• intended to harass staff or users.

END OF COMPLAINTS POLICY