Complaint Handling

We aim to handle concerns fairly, promptly and with a clear record. This process covers complaints about a product, service, transfer, privacy matter or Best Rate conduct.

1. Before filing

For a routine question or urgent transfer, first contact support at +1 438 773-4080 or contact@bestrate.com. If you are not satisfied, you may file a formal complaint free of charge.

2. How to complain

Email contact@bestrate.com or write to . Include your name, contact details, transaction reference, facts, dates, desired resolution and useful documents. Never send a password or PIN.

3. Acknowledgement

We acknowledge receipt within a reasonable time, provide a file number and identify any missing information. An incomplete complaint may require follow-up before review.

4. Fair review

A qualified person reviews the facts, relevant records, applicable rules and requested outcome. Where possible, the reviewer is not directly responsible for the disputed situation.

5. Final response

We aim to issue a written final response within 60 days after receiving a complete complaint. If more time is needed, we explain the delay, outstanding steps and revised estimate. The response summarizes our analysis, decision and any remedy.

6. Reconsideration and external bodies

If dissatisfied, you may request reconsideration and identify new facts or disputed points. You retain the right to contact the relevant public authority, an available mediation service or the courts. For privacy matters in Québec, you may contact the Commission d’accès à l’information.

7. No retaliation

A good-faith complaint will not compromise access to the service. Restrictions may remain where required for safety, compliance or handling a disputed transaction.

8. Records and privacy

We keep complaint records for applicable periods and limit access to those who need it. Information is handled under our Privacy Policy.