Complaints Policy

Last updated 26 October 2026
CV5 Capital ("CV5 Capital", "we", "us", "our") is committed to delivering high standards of service. We take complaints seriously and aim to handle them fairly, promptly and transparently.

This Complaints Policy explains how you can submit a complaint and how we will investigate and respond.
1. Scope
This policy applies to complaints relating to CV5 Capital's services, staff, communications, service providers engaged by CV5 Capital (where relevant), and any conduct or service issue you believe has caused you loss, distress, inconvenience, or dissatisfaction.
This policy does not replace any contractual rights or legal remedies you may have.
2. How to submit a complaint
Complaints should be made in writing. CV5 Capital does not charge any fee for submitting or handling a complaint.
2.1 Who can complain
You may submit a complaint if you are (or represent) a client, investor, prospective client, service provider, or other stakeholder affected by our services.
2.2 Where to send your complaint
You may submit a complaint using any of the following methods:
  • (a) Email (preferred): Send your complaint to the Compliance Officer at compliance@cv5capital.io.
  • (b) Letter: post your complaint to:
                         CV5 Capital
                         52A Edgewater Way, #1651
                         Grand Cayman, KY1-9006
                         Cayman Islands
2.3 Information to include in your complaint (required)
To help us investigate efficiently, please include:
a. Your name and, if applicable, the name of the entity you represent;
b. Your contact details (email, phone number, and mailing address);
c. Your relationship to CV5 Capital (for example, investor, client, prospective client or service provider);
d. A clear description of the complaint, including what happened and why you are dissatisfied;
e. Relevant dates, times, and names of individuals involved (if known);
f. Any supporting documents (emails, letters, screenshots, contracts, statements, or other evidence);
g. The impact on you (financial or otherwise), if applicable;
h. Your preferred outcome or resolution (what you would like CV5 Capital to do); and
i. Whether you have raised this issue previously, and if so, when and with whom.
If you do not provide sufficient information, we may ask you for further details before we can proceed.
3. Acknowledgement and timeframes
We handle every complaint as follows:
  • Acknowledgement: we will acknowledge your complaint in writing within one week of receiving it.
  • Investigation: the Compliance Officer will review the complaint, gather the relevant records and information, and may contact you for further details.
  • Response: we aim to resolve complaints within four weeks of receipt. You will receive a complete, reasoned written response setting out our findings and, where applicable, the terms of any redress offered.
  • Extended cases: where exceptional circumstances prevent resolution within four weeks, we will write to you with a status update and an explanation of the delay. In any event, we will resolve the complaint no later than eight weeks after receipt.
If you accept the terms of redress offered, we will implement them promptly. You may withdraw your complaint at any time by notifying us in writing.
4. Third parties and conflicts of interest
Where a third party is wholly or partly responsible for the subject matter of a complaint, we will tell you in writing and obtain your written consent before referring the complaint, or the relevant part of it, to that party. CV5 Capital remains responsible for managing the complaint through to resolution. Where a complaint concerns the Compliance Officer, or any other conflict of interest arises, the matter is reported to the Board of Directors, which will appoint a person with no conflict to investigate.
5. If you are not satisfied
If you are not satisfied with our response or the redress offered, you may rely on the dispute resolution provisions of the agreement governing your relationship with CV5 Capital. Questions about the status of an open complaint may be sent to the Compliance Officer at compliance@cv5capital.io.
6. Record keeping and review
We record every complaint, the steps taken and its outcome in our complaints register, which we retain for at least eight years from the date of receipt. We review all complaints annually to identify root causes and recurring issues and to improve our services. We may update this policy from time to time; the date at the top of this page shows when it was last revised.
7. Contact

For enquiries regarding this Complaints Policy, please contact:

CV5 Capital
Email: info@cv5capital.io (general enquiries)
Complaints / Compliance Officer: compliance@cv5capital.io
Postal address: CV5 Capital, 52A Edgewater Way, #1651, Grand Cayman, KY1-9006, Cayman Islands