Terms & Policies

Complaints Procedure

We aim to provide a high standard of service. If something goes wrong, we want to know so we can put it right. This procedure explains how to raise a complaint and what to expect.

1. How to make a complaint

Complaints are handled free of charge. You can complain at any time:

  • by email to complaints@thevault.inc;
  • if you are a client of Tria Bridge Ltd, by post to Tria Bridge Ltd, Arch. Makariou III & Markou Drakou 66-68, Mesa Geitonia, 4003 Limassol, Cyprus.

You may file a complaint in English or Greek.

Please include:

  • your name and the contact details registered with us;
  • a clear description of what went wrong and when it happened;
  • any relevant reference numbers, and what you would like us to do to put it right.

2. What happens next

We will acknowledge your complaint in writing within two business days, tell you who is handling it, and confirm whether it is admissible. If it is not, we will explain why. If anything is missing, we will ask you for it and keep you informed of our progress. Complaints are handled by our Compliance team, independently of the team that provided the service.

3. Our response

We aim to give a final response as quickly as possible and, in any event, within two months of receiving your complaint. In exceptional cases where we cannot meet that deadline, we will explain why and tell you when you can expect our decision. Our response will address every point you raised, give our reasons, and, where we uphold the complaint, set out the remedy and how it will be applied.

4. Taking it further

If our final response does not resolve the matter, or the two-month period passes without one, you have further options. This procedure does not affect any rights you have under your client agreement or under the law applicable to you, including your right to bring your claim before the competent courts.

Clients of Tria Bridge Ltd may in addition complain to:

  • the Cyprus Securities and Exchange Commission, which supervises us, or
  • refer the matter to the Office of the Financial Commissioner (Ombudsman) of the Republic of Cyprus: 15 Kypranoros, 1st floor, 1061 Nicosia · +357 22 848900 · complaints@financialombudsman.gov.cy.

Whichever entity provides your service, our final response will set out the options available to you and how to use them.

5. Records

We keep a register of all complaints and the measures taken in response for five years, and we review the data to improve our services.