Complaints

Operated by Parnasa Heritage Planning Holding Corp.

How to raise a complaint and what to expect

We take complaints seriously and aim to resolve them fairly and promptly. If something has gone wrong, please tell us — your feedback helps us put it right and improve the service.

How to raise a complaint

You can contact us through any of the following channels:

• Email: complaints@zanvil.app
• In-product: the support form inside the ZANVIL platform
• In writing: to ZANVIL's registered office

To help us investigate quickly, please include your name and account, a description of what happened, the date, and the outcome you are looking for.

What happens next

• We acknowledge your complaint promptly and assign it to the right team.
• We investigate — reviewing the relevant records, mandates and transaction history.
• We respond in plain language, explaining our decision, any remediation offered, and your options if you are not satisfied.

Complaints alleging material financial loss, involving a vulnerable customer, or raising fraud or sanctions concerns are treated as priority and escalated to our Compliance Officer within 24 hours of receipt.

If you are not satisfied

If you remain dissatisfied with our response, we will inform you of your right to escalate to the regulated partner institution that provides the relevant service, and, where applicable, to the competent regulator or external redress / ombudsman scheme in your jurisdiction. ZANVIL does not act as an alternative dispute-resolution body.

Confidentiality and records

Complaints are handled confidentially and complaint records are retained in line with our Privacy Notice and applicable law.

For complaints about how we handle your personal data, you can also write to complaints@zanvil.app or to the data-protection supervisory authority in your country of residence.