Legal
Complaints procedure
How to complain, what happens, and when you hear back.
- Version
- 1.0
- Effective from
- 01 Sep 2026
- SHA-256
- 0xa7c0...a7c0
- Jurisdiction
- All
Filing
From the support page inside the app (a page with a URL, not a modal) or by email to complaints@cmxofficial.com. You receive a reference within one working day.
Timelines
Acknowledgement in 1 working day, substantive reply in 15 working days, final response in 8 weeks. Where the complaint concerns a verification decision it goes to the appeals procedure.
Escalation
To the ombudsman or authority of the hub jurisdiction once confirmed.
This page summarises the operative terms of version 1.0. The signed instrument with the same hash is the binding text.