How Can I Submit a Complaint?
If you would like to submit a complaint, you can do so through one of the following channels:
Email: Send a detailed description of your complaint to support@smartvalor.com. Please provide us with any relevant documents or screenshots.
Online Form: Fill out the complaint submission form, providing all necessary details for faster processing: https://smartvalor.typeform.com/complaintsform
We recommend including the following information to help us investigate your case efficiently:
- Your full name and email address, linked to your account
- A clear description of the issue
- Date and time of the incident (if applicable)
- Any supporting evidence (e.g., screenshots, transaction IDs)
Once submitted, you will receive an acknowledgment confirming that your complaint has been received and is under review.
What Happens After I Submit a Complaint?
Once we receive your complaint, the following steps will take place:
Acknowledgment
You will receive an acknowledgment email within 1–2 business days confirming that your complaint has been received and is being reviewed.
Initial Review
Our Customer Support Team will conduct an initial assessment to understand the nature of your complaint and gather any missing information if necessary.
Investigation
Depending on the complexity, your case may be escalated to the relevant department (e.g., Compliance, Finance, Operations). A thorough investigation will be carried out based on the details you provided.
Resolution
We aim to resolve most complaints within 15 business days. If additional time is needed, we will inform you in writing and explain the reason for the delay.
Final Response
You will receive a formal response with the outcome of your complaint, including any actions taken or solutions offered. If you are not satisfied with the outcome, we will explain the next steps available to you.
We are committed to handling all complaints fairly, transparently, and in line with regulatory standards.
How Long Does It Take to Resolve a Complaint?
We aim to acknowledge all complaints within 2 business days of receipt.
Our standard resolution time is up to 15 business days, depending on the complexity of the issue. If more time is required, we will inform you in advance and provide regular updates on the status of your case.
In some cases (e.g. involving third parties or complex investigations), the resolution may take up to 35 business days.
We appreciate your patience and are committed to resolving every issue fairly and efficiently.