1. Introduction

Vestra Holdings (“Vestra”, “we”, “us”, or “our”) is committed to providing a transparent, fair, and efficient process for handling complaints from all users of our real estate investment platform. This Complaints Handling Policy outlines the procedures, standards, and responsibilities for addressing concerns or grievances raised by clients, investors, partners, and other stakeholders. Our aim is to resolve issues promptly while maintaining compliance with industry regulations and best practices.

This policy applies to all Vestra services, including but not limited to fractional property investments, peer-to-peer trading of property shares, deposits and withdrawals management, referral rewards programs, and any other features offered via our website or mobile applications.

2. Policy Objectives

The objectives of this Complaints Handling Policy are:

• To ensure that all complaints are handled fairly, consistently, and promptly.
• To provide clear information on how complaints can be made and what users can expect from the process.
• To comply with applicable laws and regulatory requirements governing financial services and real estate investment platforms.
• To use feedback from complaints as an opportunity for continuous improvement.

3. Definitions

Complaint: Any expression of dissatisfaction (oral or written) about a Vestra product or service, whether justified or not, where a response or resolution is explicitly or implicitly expected.

Complainant: Any user (including investors, partners, vendors) who lodges a complaint regarding Vestra’s services.

Resolution: The outcome provided by Vestra in response to a complaint.

4. How to Make a Complaint

4.1 Channels for Submission

Complaints may be submitted through the following channels:

• Email: support@vestraproperties.pro
• Phone: +63 946 449 8012
• Mail: Aurora, CO 80016 United States
• Online Form: Available on the Vestra website under the “Contact Us” section.
• In-app Support: For registered users via the Vestra mobile application.

4.2 Information Required

To facilitate prompt investigation and resolution of your complaint, please provide:

• Your full name and contact details.
• Account number (if applicable).
• A detailed description of your complaint (including relevant dates/times).
• Supporting documentation (if any).
• Desired outcome or resolution sought.

If you require assistance in lodging your complaint due to language barriers or accessibility needs, please notify us so we can provide appropriate support.

5. Complaints Handling Process

5.1 Acknowledgement

Upon receipt of your complaint:

• We will acknowledge receipt within two (2) business days via your preferred communication channel.
• You will be provided with a unique reference number for tracking purposes.

5.2 Assessment & Investigation

All complaints will be assessed objectively by trained staff who were not directly involved in the subject matter of the complaint. The process includes:

1. Reviewing all relevant facts and supporting documents.
2. Contacting you if further information is required.
3. Consulting internal records/systems as necessary.
4. Escalating complex matters to senior management or compliance officers when appropriate.

5.3 Response & Resolution Timeframes

We aim to resolve most complaints within ten (10) business days from acknowledgement. If additional time is required due to complexity or external dependencies:

• We will inform you of the reasons for delay.
• We will provide regular updates at least every five (5) business days until final resolution.

Once resolved:

• You will receive a written response outlining our findings, actions taken/to be taken, and rationale behind our decision.

If your complaint is upheld:

• Appropriate remedial action will be taken promptly (e.g., correction of error/refund/compensation).

If your complaint is not upheld:

• We will explain why based on evidence reviewed.

5.4 Escalation Procedure

If you are dissatisfied with our initial response/resolution:

1. Request escalation by replying to our written response or contacting us directly referencing your case number.
2. Your case will be reviewed by a senior manager/compliance officer not previously involved in its handling.
3. You will receive an escalated review outcome within ten (10) business days unless otherwise notified.

If you remain dissatisfied after escalation:

External Dispute Resolution

You may refer your complaint to an independent dispute resolution body/regulator depending on jurisdictional requirements:

For U.S.-based users:
Contact the Consumer Financial Protection Bureau (https://www.consumerfinance.gov/) or relevant state regulator.

For international users:
Refer to local financial ombudsman schemes as applicable; details available upon request from Vestra Compliance Team.

6. Record Keeping & Confidentiality

All complaints—including correspondence and supporting documentation—will be securely retained for at least seven (7) years in accordance with legal/regulatory obligations. Access is restricted only to authorized personnel involved in handling/investigating complaints.

Confidentiality is maintained throughout the process; personal data is processed strictly per our Privacy Policy and data protection laws.

7. Monitoring & Continuous Improvement

Vestra regularly reviews all complaints received—including root cause analysis—to identify trends/systemic issues requiring corrective action. Lessons learned are used for staff training/updating procedures/enhancing client experience wherever possible.

Senior management receives periodic reports summarizing volume/nature/outcomes of complaints as part of governance oversight.

8. Roles & Responsibilities

RoleResponsibilityCustomer SupportFirst point-of-contact; logs/acknowledges/forwards complaintsComplaints OfficerInvestigates/resolves/escalates as neededSenior ManagementReviews escalated cases; ensures policy complianceCompliance TeamMonitors regulatory adherence; oversees reporting/training

All staff receive regular training on this policy and their responsibilities under it.

9. Special Considerations: Real Estate Investment Platforms

Given Vestra’s role as an innovative real estate investment platform offering fractional ownership/P2P trading/deposit management/rewards programs:

• All property-related disputes are investigated with reference to underlying legal agreements/disclosures provided at time of investment.
• Platform outages/technical errors impacting transactions are prioritized for urgent remediation; affected users receive timely updates/remedies where warranted.
• Allegations involving fraud/misrepresentation/money laundering are immediately escalated per AML/KYC protocols—potentially involving law enforcement/regulators as required by law.

10. Google Play Store & App Store Compliance Statement

Vestra’s mobile app complies fully with Google Play Developer Policies regarding user feedback/complaint mechanisms for financial services apps. Users can submit reviews/complaints via app stores in addition to direct channels above; such submissions are monitored/responded-to per this policy wherever possible without breaching privacy/confidentiality obligations imposed by third-party platforms.

11. Accessibility & Language Support

We strive to make our Complaints Handling Policy accessible regardless of language/disability status:

• Translations available upon request;
• Alternative formats provided for visually/hearing-impaired users;
• Assistance available via phone/email/live chat during business hours;

Please contact support@vestraproperties.pro if you require accommodations when submitting/managing a complaint.

12. Review & Updates

This policy is reviewed annually—or more frequently if required by changes in law/regulation/business operations—to ensure ongoing effectiveness/compliance. Material changes are communicated via website/app notifications/email alerts as appropriate.

Contact Information

For questions about this policy or assistance lodging a complaint:
Phone: +63 946 449 8012
Email: support@vestraproperties.pro
Mail: Aurora, CO 80016 United States