Complaints Policy

Last Update: February 10, 2025 

1. PURPOSE OF POLICY

We always aim to provide a high standard of care in our services. Our customers’ problems and views are important to us. Shield wants to resolve it to your satisfaction, learn from it and improve our business and customer experience in the future. Shield commits to:

• Provide clear and fair procedure;
• Ensure that everyone working for Shield knows how to handle complaints and handle it in timely fashion;
• Respond and manage the services for which complaint has been received.

2. MAKING A COMPLAINT

All complaints, whether they concern our services, our customer service, or our employees, agents, or officers, should be made by sending an email to support@getshield.xyz. When making a complaint, you will be required to provide the following information:

• Your name and email address;
• If you are making a complaint about a particular transaction, the Shield transaction

reference number;

• If you are making a complaint about a particular employee, agent or officer of ours, the name and, where appropriate, position of that employee, agent, or officer;
• Topic, description and further details of your complaint including, as appropriate, all times, dates, events, and people involved;
• Details of any documents or other evidence you wish to rely on in support of your complaint;
• and Details of what you would like Shield to do to resolve your complaint and to put things right.

3. HOW WE HANDLE COMPLAINTS

The Compliance Officer (further - the CO) or other relevant employees with permission of CO after getting your complaint will start investigating it. We will acknowledge a Complaint within 5 working days. We will keep you informed about the progress, provide relative information and reasonable investigation time. When we have finished analyzing, we will arrange to discuss the outcome, and write to you with:

• Details of the findings;
• Any action we have taken;
• Our proposals to resolve your complaint.

4. TIME LIMITS

We encourage you to file a complaint as soon as possible after the event occurs or comes to your attention. If the complaint is made more than three (3) months after the incident, it may be difficult for us to investigate thoroughly. However, we will also take into account whether there was a valid reason for the delay and assess if it is still possible to investigate the complaint effectively and fairly.

5. FURTHER STEPS

If at any point during the process, you are dissatisfied with how your complaint is being handled, you can reach out to Shield Security’s Chief Executive Officer, Emmanuel Udotong, at founders@getshield.xyz.

6. CONFIDENTIALITY AND DATA PROTECTION

We treat all complaints and related information with the highest level of confidentiality. This information will only be shared with Shield Security employees, agents, or officers who need access to address your complaints. 

Any personal information we collect will be handled, used, and stored in compliance with the United States Privacy Act of 1974, ensuring your rights are respected under this legislation.

7. QUESTIONS AND FURTHER INFORMATION

If you have any questions or need more information regarding any part of this Complaint Policy or our Complaint procedures, please feel free to contact us at support@getshield.xyz.