Complaints Policy

1.1. 80 Eight SA (Pty) Ltd (Registration Number 2017/435463/07) (“80 Eight”, “we”, “us”) is an authorised Financial Services Provider licensed by the Financial Sector Conduct Authority (“FSCA”) under FSP number 49010. Financial Services Providers are required, under the Financial Advisory and Intermediary Services Act, 37 of 2002 (“FAIS Act”), to maintain a complaints process that allows clients to raise concerns and have them addressed fairly.

1.2. This Policy explains what we consider a complaint, how to raise one with us, what you can expect from us while we look into it, and what to do if you remain unhappy with the outcome. It is written to align with the FAIS General Code of Conduct and the Treating Customers Fairly principles, so that every client is dealt with fairly and consistently regardless of the nature of their complaint.

2.1. A complaint, for the purposes of this Policy, is different from a general support query. If you simply need help with a transaction, a product question, or your account, our support team can usually resolve that on the spot without going through this process.

2.2. You should raise a formal complaint where you believe that 80 Eight:

2.2.1. has not complied with a provision of the FAIS Act, and this has caused you, or could cause you, financial loss or prejudice;

2.2.2. has provided a financial service negligently or carelessly in a way that has harmed or could harm you; or

2.2.3. has otherwise treated you unfairly.

2.3. General queries and formal complaints are handled through the same first point of contact, but they follow different internal processes once received, so please tell us clearly if you intend to lodge a formal complaint.

3.1. Because 80 Eight operates in the digital asset space, our clients are sometimes targeted by people impersonating us or offering fake investment opportunities. This is not part of our complaints process, but we include it here because recognising these attempts early can prevent the harm that leads to a complaint in the first place.

3.2. A few things to keep in mind:

3.2.1. We do not have partners or affiliates who cold call or message clients with investment tips, token recommendations, or guaranteed returns. If you receive an offer like this claiming to be linked to 80 Eight, treat it as fraudulent.

3.2.2. No legitimate investment carries a guaranteed return. Anyone promising one, especially in crypto assets, is not acting on our behalf.

3.2.3. Scammers frequently build convincing websites and testimonials. A polished appearance is not proof of legitimacy.

3.2.4. A common tactic is sending a small crypto deposit to a wallet to simulate a successful trade, in order to build trust before requesting a larger sum. Treat unsolicited deposits with suspicion, not reassurance.

3.3. On account security specifically:

3.3.1. We will never ask you to disclose your password, PIN, or one time PIN (OTP) to us, our staff, or anyone claiming to represent us.

3.3.2. We will never ask to remotely access your device or screen.

3.3.3. Your account should only ever be operated by you. Do not let a third party, including someone offering to “help” you trade, log in or transact on your behalf.

3.3.4. Do not send identity documents or verification information to anyone claiming to represent 80 Eight outside of our official onboarding channels.

3.4. If you are unsure whether a communication is genuinely from 80 Eight, or you believe you have been targeted, contact us directly using the details in Section 4 below before taking any action.

4.1. Complaints must be submitted in writing so that we can properly investigate and keep an accurate record. You can do this by email. If you raise a concern verbally, we will ask you to put it in writing within 3 business days so it can be formally logged.

4.2. Contact details for lodging a complaint: compliance@80eight.io

4.3. To help us deal with your complaint efficiently, please include:

4.3.1. your full name and contact details;

4.3.2. a clear description of what happened, including the date of the service or transaction in question;

4.3.3. the name of the staff member involved, if known; and

4.3.4. how you would prefer us to respond (email or post).

4.4. A complaint that is too vague for us to investigate may need to be sent back to you for more detail before we can proceed.

5.1. We record every complaint in our internal Complaints Register on the day it is received, so there is always a clear audit trail.

5.2. You will receive written confirmation that we have received your complaint within 1 business day.

5.3. Your complaint is then categorised, for example as relating to advice, product design or fees, accuracy of information, service delivery, or the handling of a previous complaint, and passed to the right person or team. If it was submitted to the wrong department initially, we will redirect it internally within 1 business day.

5.4. We aim to share preliminary findings with you within 7 working days of our acknowledgement.

5.5. A full response, including our reasoning, follows within 14 working days of acknowledgement. Where a matter is more complex and genuinely cannot be resolved at that time, we will keep you updated and aim to conclude it within 6 weeks of acknowledgement at the latest.

5.6. If you are not satisfied with our response, or 6 weeks have passed without resolution, you are entitled to escalate the matter, first internally to Senior Management, and if still unresolved, externally to the Ombud for Financial Services Providers (Section 6 below).

5.7. We retain complaint records, including supporting documents and correspondence, for 5 years in line with our regulatory recordkeeping obligations.

6.1. If 80 Eight has not resolved your complaint to your satisfaction within 6 weeks of acknowledgement, or you disagree with the outcome we have proposed, you have the right to refer the matter to the Ombud for Financial Services Providers, an independent body that adjudicates disputes between clients and FSPs.

6.2. Please note that the Ombud requires you to have first given us the opportunity to resolve the complaint. You should only approach the Ombud once we have confirmed we cannot resolve the matter, or once the 6 week period has elapsed without resolution.

6.3. You can contact the Ombud as follows:

6.3.1. Address: 125 Dallas Avenue, Menlyn Central, Waterkloof Glen, Pretoria, 0010 (postal: PO Box 41, Menlyn Park, 0063)

6.3.2. Telephone: 012 762 5000 (share-call 086 066 3274)

6.3.3. Email: info@faisombud.co.za

6.3.4. Website: www.faisombud.co.za

6.4. A referral to the Ombud must be made within 6 months of the date we notify you that we are unable to resolve your complaint.

This Policy covers complaints about the financial services 80 Eight provides directly. If your concern relates to a general product question, a delay, or something unrelated to a FAIS regulated service, our usual support channels will get you a faster answer than the formal complaints process.

If anything in this Policy is unclear, contact us at compliance@80eight.io and we will be happy to explain.