Legal
Complaints and dispute resolution
Every complaint is logged, acknowledged and answered in writing. Nothing in this procedure limits your right to escalate to the Commission.
How to complain
Write to complaints@pennytree.example (to be confirmed) with your name, your account reference if you have one, the offer concerned, and what you would like us to put right. You may also use the contact form on this site.
What happens next
- 01
Acknowledgement within 2 working days
We log the complaint in our complaints register and confirm receipt with a reference.
- 02
Investigation
A compliance officer who was not involved in the matter reviews it and may ask you for further information.
- 03
Written decision within 10 working days
We set out our findings, what we will do, and the reasons. Where the matter is complex we will tell you and give a revised date.
- 04
Escalation
If you are not satisfied, you may escalate to the Securities and Exchange Commission. We will provide the file to the Commission on request.
Disputes between investors and fundraisers
Where a dispute concerns a Fundraiser's conduct or disclosures, PennyTree will investigate and, where appropriate, require the Fundraiser to respond publicly in the deal room Q&A. PennyTree is not a party to the investment contract and cannot compel a commercial outcome between an investor and a Fundraiser.
Records
Complaints and their outcomes are retained for at least seven years in a non-alterable format and are reported to the Commission as required.
Use the contact form