Policies

Complaints Policy

Last updated: 13 May 2026.

We aim to provide a professional, fair and helpful service. We recognise, however, that things can go wrong. This Policy explains how to make a complaint about Next Solutions Corp, how we will handle it, and what to do if you are not satisfied with our response.

1. What is a complaint

For the purposes of this Policy, a complaint is any expression of dissatisfaction — whether in writing or by email — by a customer or a former customer about the Exchange Services, our staff, our processes or our policies. A question, a feature request, or a routine support enquiry is not a complaint, although you are welcome to use the same channel for any of those.

You do not need to use the word "complaint" for us to treat your message as one. Where we identify dissatisfaction in any message that meets the description above, we will treat it as a complaint and acknowledge it accordingly.

2. How to make a complaint

The easiest way is to send an email to complaints@nextsolutionscorp.com from the address linked to your Account.

In your email, please include, to the extent you can:
- your name and Account email;
- the Order reference(s) involved, if any;
- a description of what happened, when, and which staff or processes were involved;
- what outcome you would like; and
- any supporting documents (screenshots, copies of correspondence, blockchain transaction hashes).

If you prefer, you can write to:

Complaints
Next Solutions Corp.
300 Supertest Road, Unit 1
North York, Ontario M3J 2M2
Canada

3. What happens after you complain

Acknowledgement. We acknowledge every complaint within two (2) business days of receipt, confirming we have received it and giving you a reference number.

Investigation. A member of our complaints team — independent of the team that took the original decision — reviews the complaint. We may ask you for additional information or documents. We may also review internal records, including support transcripts, Order data and screening results.

Substantive response. We aim to send you a substantive response within fifteen (15) business days of receipt of the complaint. The response sets out our findings, our decision, the reasons for it, and any remedy we are offering.

Complex cases. Some cases — for example, those involving cross-border payments, sanctions or fraud screening, third-party service providers, or a parallel investigation by a competent authority — take longer. Where we cannot respond substantively within 15 business days, we will tell you why and give a revised timeframe. As a general rule we will not let a complaint sit beyond sixty (60) calendar days without giving you a substantive answer. Where a parallel investigation by a regulator, law-enforcement agency or court prevents us from providing a substantive response within that period, we will tell you so (to the extent the law permits) and explain what we can and cannot share.

Record. We keep records of every complaint and our response for the period required by applicable law (at least five years).

4. Remedies

If we uphold a complaint, possible remedies include:
- an explanation and apology;
- correction of a record;
- reversal of a fee;
- a refund (subject to the Refunds Policy);
- a credit to your Account; or
- a change to the underlying process to prevent recurrence.

We choose the remedy that is appropriate to the circumstances. We will explain why we are offering what we are offering.

5. If you are not satisfied with our response

If you are not satisfied with the outcome, you can:

Ask for an internal review by writing back to complaints@nextsolutionscorp.com within 30 days of our response, explaining why you disagree. The review is carried out by a senior person who was not involved in the first decision.

Escalate to the appropriate authority, including:
- FINTRAC, in respect of suspected non-compliance with the PCMLTFA or its regulations (fintrac-canafe.canada.ca/contact). Note: FINTRAC does not adjudicate individual customer disputes about transactions; it supervises AML compliance.
- The Office of the Privacy Commissioner of Canada (priv.gc.ca), or, if you are in Quebec, the Commission d'accès à l'information du Québec (cai.gouv.qc.ca), in respect of how we have handled your personal information.
- The Canada Revenue Agency (canada.ca/en/revenue-agency.html), in respect of any matter concerning your tax position, including under the Crypto-Asset Reporting Framework.
- The Canadian Anti-Fraud Centre (antifraudcentre-centreantifraude.ca), if your complaint relates to fraud or a scam against you.
- Your provincial consumer-protection authority, in respect of consumer-protection matters (for example, Consumer Protection Ontario, ontario.ca/page/consumer-protection-ontario).
- A court of competent jurisdiction — the Terms and Conditions provide for the courts of Ontario.

If you are located in the EEA and have used the Exchange Services on a reverse-solicitation basis, the local financial-ombudsman and investor-protection schemes generally do not cover the Exchange Services, because we are not authorised in your region. See the Risk Disclosure.

6. Vexatious or abusive complaints

We treat every complaint seriously. We may, however, decline to investigate a complaint further where it is plainly without merit and is being pursued in a manner that is abusive of our staff or of the complaints process. We will tell you in writing if we are doing this, and we will preserve the relevant records in case the matter is later escalated to an external authority.

7. Learning from complaints

We record and analyse complaints. Themes that emerge are reported to senior management and feed into improvements in the Platform, in our processes, and in this Policy.

8. Contact

complaints@nextsolutionscorp.com