Complaints Procedure

Purpose

ARTE One is committed to providing a transparent and professional platform experience. This Complaints Procedure explains how users may submit a complaint and how such complaints are handled by ARTE Partners LLC ("ARTE One").

This procedure is provided for informational purposes and is intended to support fair, consistent, and timely handling of complaints. It does not replace or override the Terms of Service or any product-level contractual documentation.

Scope

This procedure applies to complaints relating to:

  • the operation of the ARTE One website and platform;
  • access to or use of platform features, tools, or information; and
  • conduct directly attributable to ARTE Partners LLC.

Complaints relating to investment products, financial services, execution, custody, administration, pricing, performance, suitability, eligibility decisions made by a product provider, or any other matter provided by an ARTE group entity or an independent third-party provider should be addressed directly to the relevant provider in accordance with their own complaints or dispute resolution procedures.

Security or privacy incidents (e.g., suspected unauthorised access, data concerns) should be reported via:

  • security@arte-one.com and/or
  • privacy@arte-one.com

as appropriate.

Who May Submit a Complaint

Any user of the ARTE One platform may submit a complaint. Complaints may also be submitted by an authorised representative (e.g., corporate authorised signatory or power of attorney holder), provided appropriate evidence of authority is supplied upon request.

How to Submit a Complaint

Complaints should be submitted in writing and include sufficient information to allow ARTE One to assess the matter properly.

Please submit complaints to:

complaints@arte-one.com
Subject line: Complaint – ARTE One

Where possible, please include:

  • your name and contact details;
  • your account email and/or account identifier (if applicable);
  • a clear description of the issue, relevant dates, and any involved parties;
  • any supporting documentation or screenshots; and
  • the outcome sought (if applicable).

Important: Please do not send sensitive personal data (such as full identification documents, complete payment card details, passwords, private keys, or authentication codes) by email.

Acknowledgement and Handling of Complaints

Upon receipt of a complaint:

Acknowledgement. ARTE One will acknowledge receipt within a reasonable period (typically within five (5) business days, where practicable).

Assessment and Investigation. The complaint will be reviewed and investigated by the appropriate internal function(s), taking into account the nature and complexity of the matter. Additional information may be requested where necessary.

Response. ARTE One will seek to provide a substantive response within a reasonable timeframe (typically within twenty (20) business days, where practicable), or will provide an update if additional time is required.

Indicative timelines are provided for transparency only and do not constitute a binding commitment.

ARTE One maintains records of complaints and related correspondence in accordance with internal practices and applicable legal requirements.

Escalation

If you are not satisfied with the initial response, you may request an internal escalation by replying to the response email and stating that you wish to escalate the complaint.

ARTE One will determine the appropriate escalation path based on the nature of the complaint, which may include review by a senior manager or other appropriate internal reviewer.

Limitations

ARTE One:

  • does not provide dispute resolution, arbitration, or mediation services for disputes relating to third-party products or services;
  • does not act as an agent or representative of ARTE group entities or third-party providers for complaint handling purposes; and
  • cannot guarantee a specific outcome or resolution.

ARTE One may close a complaint where it is manifestly abusive, vexatious, repetitive without new information, or where sufficient information is not provided to assess the matter.

Nothing in this procedure limits any rights a user may have under applicable law or under relevant contractual documentation.

Relationship with Other Legal Documents

This Complaints Procedure should be read in conjunction with:

  • the Terms of Service;
  • the Risk Disclosure;
  • the Conflicts of Interest statement; and
  • the Legal & Regulatory Information page.

In the event of any inconsistency, the applicable product documentation and contractual agreements governing the relevant product or service shall prevail.

Updates

This Complaints Procedure may be updated from time to time to reflect changes in the platform, internal processes, or legal requirements. The most recent version will always be available on the ARTE One website.

Contact

For complaints or questions relating to this procedure, please contact:

complaints@arte-one.com

ARTE Partners LLC