Complaints and dispute resolution

Send your complaint to hello@mypennytree.com. Please provide your name, an account reference, the issue and requested remedy. Do not send sensitive identity or banking details.

1. 01

   Acknowledgement: within 2 working days

   We log the complaint in our complaints register and confirm receipt with a reference.

2. 02

   Investigation

   A compliance officer who was not involved in the matter reviews it and may ask you for further information.

3. 03

   Decision: within 10 working days

   We set out our findings, what we will do, and the reasons. Where the matter is complex we will tell you and give a revised date.

4. 04

   Escalation

   If you are not satisfied, you may escalate to the Securities and Exchange Commission. We will provide the file to the Commission on request.

Where a dispute concerns a Fundraiser's conduct or disclosures, Pennytree will investigate and, where appropriate, require the Fundraiser to respond publicly in the deal room Q&A. Pennytree is not a party to the investment contract and cannot compel a commercial outcome between an investor and a Fundraiser.

We keep complaint records and outcomes for at least seven years, in line with the SEC record-keeping rules, and include them in required reporting.