Legal
Complaints policy
How to raise a complaint about Sola, what happens next, and how long each step takes.
If something has gone wrong, we want to hear about it and put it right. A complaint is any expression of dissatisfaction with our service — you do not need to use the word “complaint”.
How to complain
Email complaints@sola.live, use the contact form and choose “Something else”, or tell your account manager. You can also write to us at LINKTUM GLOBAL LIMITED, Archiepiskopou Kyprianou & Agiou Andreou, 1, Loukaides Building, 2nd Floor, Flat/Office 21, Limassol 3036, Cyprus.
What to include
Your company name and account ID, the payment or payout reference if there is one, what went wrong and what you would like us to do. Screenshots and dates help us move faster.
What happens next
A named person owns your complaint from start to finish.
| Step | When |
|---|---|
| We confirm we have it | Within 1 business day |
| We investigate, and may ask you for more detail | As needed |
| You get our final written response | Within 15 business days |
| Exceptional cases — we write to explain the delay | No later than 35 business days |
If you are not satisfied
If you are an eligible complainant, you may refer the complaint to the Financial Ombudsman Service (UK) or to the alternative dispute resolution body in your EU market, usually within six months of our final response.
Our final response letter names the right body and how to contact it.
Complaints involving our partners
Some payments are executed by licensed partner institutions. Send the complaint to us anyway — we coordinate with the partner and you get one answer.
How we use complaints
We review complaints every month to find and fix root causes. Personal data in a complaint is handled under our Privacy policy.