LEGAL

Complaints & Dispute Resolution

Fair, transparent handling of issues about the Platform, with clear signposting to other bodies when needed.

Last updated: 22 April 2026

Ardent Africa Technologies Ltd (“Ardent”) is committed to fair and transparent treatment of users. This page explains how to raise issues related to the Ardent CrowdFund website and apps (the “Platform”), how we handle complaints and service problems, and how to reach regulators and other bodies for matters that sit outside day–to–day customer service. It is not a substitute for the dispute–resolution or governing law clauses in your Terms of Use or in a securities Offering Document. For AML, KYC, and financial crime reporting, read AML & KYC before assuming the complaints email is the right channel.

1. How to read this page

The Securities and Exchange Commission (SEC) Ghana Securities Industry (Crowdfunding) Guidelines, 2024 require a crowdfunding intermediary to have, among other things, a complaints–handling process and to maintain operational and compliance policies that the Commission can examine. This public policy describes how you can get help with the Platform—it does not replace any statutory ombudsman or court process that may exist for your type of claim.

2. Our commitment

We will handle complaints in a proportionate way, in good faith, and in line with applicable law and our Terms of Use. This policy does not limit your statutory rights and does not block you from using any dispute–resolution mechanism the law or your contracts give you.

3. What this process is for (and not for)

Typically within scope: problems with account access, platform behaviour (bugs, errors, display), communications from our support or operations teams, data–subject requests (see also the Privacy Policy), and questions about how to use the Services in line with the Terms of Use.

Often out of scope for a first–line “complaints” team: the commercial success or default of an issuer (beyond what aPlatform–side process can verify under our rules), purely contractual disputes that belong between investor and issuer under the Offering Document (unless a Platform rule is also implicated), and money–launderingsuspicion (which is for law–enforcement and the FIC—see below).

4. How to complain

Please include the following in writing:

Your full name and the email registered on the Platform.
User / account identifiers and (if applicable) the Campaign or transaction reference.
A clear, chronological description of what happened, with dates and times where possible.
Screen shots, IDs for support tickets, and any correspondence you have already had with us or a payment partner.
Your desired outcome, if you can state it (we may not be able to grant it).

Email: complaints@ardentafrica.com with the subject line Formal complaint. In–app or portal support channels may also be used; please ask for a reference number so we can join up your case.

5. Acknowledgement and handling

We aim to acknowledge receipt of a formal complaint without undue delay (typically within five (5) business days in ordinary conditions). A substantive response will follow as soon as practicable after investigation. Complexcases—for example, those requiring input from a payment provider, custodian, issuer, or regulator—may take longer. We will keep you reasonably informed of progress and delays where we can lawfully do so.

We may share necessary information with service providers and supervisors as permitted by the Privacy Policy and by law. We will not disclose confidential information in a way that breaches a legal or contractual duty, including where a gagging or “tipping off” law applies—see the AML & KYC Notice.

6. Internal escalation and review

If you are not satisfied with our first substantive response, you may request an internal review by a person who was not directly responsible for the initial decision, where that is available and fair in the circumstances. We cannot always provide an alternative reviewer (for example, where only one senior officer can decide a regulatory–reporting line). A review does not usually stop the clock on a statutory limitation or prescription period; do not delay taking legal advice on time limits.

7. Disputes involving issuers, investors, and Offer Documents

7.1 Contract and investment disputes

Where your dispute concerns the merits of an investment, a default by the issuer, or the interpretation of an Offering Document, subscription agreement, or company constitution, the right place to start is often the dispute–resolution, arbitration, or courtterms in those documents—not the Platform complaint queue. We will direct you to the relevant documents where we can.

7.2 What we may still be able to help with

If a problem also involves Platform or intermediary conduct (e.g. display of information, a missed regulatory step on our side that we can verify), you may alsoraise a Platform complaint—we will separate the issues where possible.

For cooling–off, withdrawal, or subscription mechanics, see your Terms of Use and the Offering Document for the Campaign and the Risk Disclaimer.

8. Regulators and bodies you may contact

Depending on the subject matter, the following (non–exhaustive) contact points may apply:

Securities and Exchange Commission, Ghana (SEC): for securities–market and licence–holder conduct within its remit. Public site: sec.gov.gh. Nothing in this page requires you to exhaust our internal process before you contact the SEC where the law allows you to go straight to a regulator.
Data Protection Commission, Ghana (DPC): for data protection issues under the Data Protection Act, 2012 (Act 843) (after you have considered the Privacy Policy and any internal escalation). Public site: dataprotection.org.gh.

We do not control the agendas or outcomes of regulatory investigations. Contacting a regulator is separate from our complaints process.

9. FIC, AML, and why “suspicious activity” is different

The AML & KYC Notice explains that we may be required to make reports to the Financial Intelligence Centre (FIC) and that “tipping off” (telling a person in a way that could prejudice an investigation) may be unlawful. That process is not a complaints channel for customer service failures or disputeswith your bank—it is a reporting and intelligence system for money–laundering and terrorist–financing risk.

If you are an insider in a business and need to report a crime or a very serious concern, use the FIC’s or police public routes as the law and your own advice require. FIC: fic.gov.gh.

For a bug in the Platform’s user interface or a rude email from support, the complaints mailbox (or a support ticket) is the right first step.

10. Records and retention

We keep records of complaints, investigations, and outcomes for governance, audit, and to meet regulatory, AML, and legal retention requirements (including, where the Guidelines apply, seven–year style obligations for platform and transaction records—see the AML & KYC Notice). We process personal data in line with the Privacy Policy.

11. Contact

Complaints: complaints@ardentafrica.com
General: hello@ardentafrica.com