01
Step 1 — Talk to support first
Most issues get solved fastest through in-app support. Log in, hit the support tab, and send us the details. If your issue is time-sensitive, mark it urgent.
02
Step 2 — Formal complaint
If support doesn't resolve it, email complaints@tslabase.app with:
- Your account email.
- A clear description of the issue and dates involved.
- What outcome you're looking for.
- Any screenshots or references that help.
03
What we do
We acknowledge complaints within 2 business days and aim to resolve them within 15 business days. Complex cases can take longer — if that happens we'll tell you why and give you an updated timeline.
04
Escalation
If you're not satisfied with our final response, you may escalate to the financial regulator or ombudsman in your jurisdiction. We will provide the contact details of the appropriate body on request.
05
Records
Every complaint and its resolution is logged for at least 5 years. We use that log to improve — recurring issues drive product and policy changes.