Complaints

1. About complaint handling

Nexus Connect AS handles complaints promptly, fairly and consistently. Our procedures are designed to meet the complaint-handling requirements of the EU rules on crowdfunding services: Regulation (EU) 2020/1503 Article 7 and Delegated Regulation (EU) 2022/2117.

A complaint is when you, as a client, tell us you are dissatisfied with the services we provided to you and ask us to look into it. Clients are investors, people considering an investment, and companies that raise or want to raise capital through us (project owners).

2. Complaining is free of charge

It costs nothing to complain, and you pay nothing for us to handle your complaint.

3. Who can complain, and which complaints we handle

We handle complaints that meet these conditions:

• The complaint concerns services Nexus Connect AS provided or was to provide to you, for example campaign pages, the investment flow, how we handled a project that is raising capital, information we gave you or how we treated you.
• The complaint comes from you as a client, that is as an investor, as someone considering an investment or as a project owner, or from someone with your power of attorney.
• We can tell who is complaining and what the complaint is about, so that we can investigate and answer you.

If we cannot handle the complaint, we explain why in writing within the deadline in section 7.

4. Complaints about the company raising capital

The company raising capital is responsible for its own information about the investment and for its own conduct. You can send complaints about the company directly to the company.

Some complaints about the company are also complaints about us. If your complaint concerns any of the following, we handle it as a complaint about Nexus Connect AS under this procedure:

• how we selected the company and the project before the campaign was published with us
• how we checked that the key investment information sheet (KIIS) is complete, correct and clear
• how we followed up omissions, mistakes or inaccuracies in the information, for example whether we alerted the company and the investors

You can send any complaint about the company to us. We record it and assess which parts of it we are responsible for. We forward the complaint to the company only if you have consented.

5. How to complain

• Send your complaint using the complaint form. The form follows the standard complaint template, and every complaint must be filed on it.
• Use email to klage@nexuscap.no only to send attachments for a complaint you have filed on the form. Quote the reference number.
• If we receive a complaint by email or post, we will ask you to file it on the form.
• Write in Norwegian or English. We answer in the language you write in.
• Attach documents that support the complaint, for example a subscription confirmation or correspondence. If you complain on someone else's behalf, attach the power of attorney.
• Do not give your national identity number. We do not need it to handle the complaint.

The form does not accept files. After you send the complaint, you receive a confirmation email. Reply to it and attach the documents.

The complaint form and this description are available in Norwegian and English. These are the languages we use in our marketing and in the key investment information sheets (KIIS) on the platform. Before we start using another language, we translate the form and this description.

6. How we handle your complaint

• You receive a confirmation that we have received your complaint, with a reference number.
• We confirm whether we can handle the complaint and tell you who is handling it, with their email and phone number.
• We check whether we have what we need and ask you for more information if something is missing.
• Your complaint is handled by someone who was not involved in the matter.
• We investigate and consider all relevant information and documents. Similar cases are treated alike.
• We keep you informed and answer questions about the matter without undue delay.

7. Deadlines

• Within 10 working days: confirmation of whether we can handle the complaint.
• As soon as possible and within 15 working days: a written answer to the complaint.
• If we cannot answer within 15 working days, you receive a provisional answer within that deadline explaining why and when you will receive the final answer. Only in exceptional cases do we take longer, and never more than 35 working days from receiving the complaint.

Deadlines run from the day after we receive the complaint. Working days are Monday to Friday.

8. The answer you receive

• The answer is in writing, in clear and plain language, and addresses every point in your complaint.
• We give reasons for our decision. If your complaint is not fully upheld, we explain why and what other options you have.
• The answer is sent by email. If you would like it on paper, tick the box in the form and we send it by post.

9. Other options if you are not satisfied

• If you are a consumer, you can ask the Norwegian Consumer Authority (Forbrukertilsynet) to mediate.
• You can report matters you believe breach the rules to the Financial Supervisory Authority of Norway (Finanstilsynet). Finanstilsynet does not decide individual disputes between customers and firms.
• You can take the matter to the courts.

Complaints about how we process personal data can also be sent to the Norwegian Data Protection Authority (Datatilsynet). See our privacy policy.

10. What the complaint form asks for

The complaint form asks for this information:

• Complainant: name (or the name of the company or organisation), registration number and any LEI code for companies, address, postcode, city, country, phone and email.
• Other contact details, if we should contact you elsewhere.
• Representative: name and contact details, with the power of attorney.
• Reference to the investment or agreement: for example the subscription number, the company that raised capital, the campaign and other references.
• What you are complaining about, with supporting documents.
• When it happened.
• Any loss or detriment.
• Other comments.
• Place, date and signature. You sign by typing your name. The date is the day you send the form.

11. Privacy and retention

We use the information in your complaint to handle it and to document what we did. The complaint and the measures taken are kept in our complaint register for at least five years after the matter is closed. Read more in our privacy policy.

12. Changes

We update this description when our procedures change. The date at the top shows when the page was last changed.