How to contact us
If you have a concern about pricing, a quote, an order, compliance handling, a custody or insurance status, a statement, a privacy issue, or the way the service has been delivered, please contact Solidus as soon as reasonably possible. The main channels are:
- Complaints and compliance: compliance@solidus.nz
- Operations and support: operations@solidus.nz
Please include enough detail for the matter to be identified quickly, such as your wallet-linked account details, order or holding references, relevant dates, screenshots where useful, and the outcome you are seeking.
Urgent security and privacy concerns
If the issue involves suspected unauthorised access, wallet misuse, a session-security concern, or a privacy incident, please make that clear in the subject line and body of your message. Urgent security and privacy issues are handled differently from ordinary service questions because prompt action may reduce the risk of further harm.
Our target response times
Solidus aims to acknowledge a complaint or formal support issue within 2 business days. For most ordinary matters, Solidus aims to provide a substantive response within 10 business days. Some issues will require longer, especially if they involve third parties, payment investigation, compliance review, custody reconciliation, insurance administration, or legal advice. If more time is needed, Solidus will explain the next step as clearly as it reasonably can.
How we review a complaint
When Solidus receives a complaint, it will identify the relevant account, quote, order, holding, statement, or operational record and investigate against the underlying data available. That may include review of compliance records, order and custody events, application audit logs, and prior support correspondence. If the issue relates to a legal page or disclosure, Solidus will also review the wording in place at the relevant time.
Some concerns can be resolved quickly through clarification or correction. Others may require a deeper review, especially where there is disagreement about pricing, status transitions, storage timing, insurance wording, or the meaning of a digital record.
Possible outcomes
Depending on what the review shows, an outcome may include an explanation, correction, apology, process change, administrative adjustment, or another practical remedy. A complaint does not guarantee a particular commercial outcome, but it does trigger a formal review of the relevant records.
Privacy complaints
If your complaint is about privacy, access to information, correction of information, overseas processing, or the way verification data has been handled, please send it to compliance@solidus.nz and say that it is a privacy complaint. If you are not satisfied after giving Solidus a reasonable opportunity to respond, you may be able to complain to the Office of the Privacy Commissioner.
Escalation
If you are unhappy with the first response, you may ask for the matter to be escalated for further review. Please explain what part of the response you disagree with and what additional remedy or clarification you are seeking. Solidus will then reassess the matter against the records available.
External rights
Nothing on this page limits any rights or remedies you may have under New Zealand law. If a matter is subject to a statutory complaint or dispute process, or if another regulator or public body is relevant to your concern, Solidus may tell you that as part of its response. This page is intended to make the first step straightforward rather than to replace any rights you may have elsewhere.