Complaints Policy & Procedure

1. Purpose & Commitment

Ascendia Prime Media Ltd is committed to delivering exceptional performance marketing solutions while upholding the highest standards of integrity, transparency, and client satisfaction.

We recognize that concerns or disputes may occasionally arise. This policy outlines our transparent, formal process for submitting, investigating, and resolving complaints.

2. Scope of Complaints Covered

This procedure applies to concerns raised by clients, advertisers, publishers, consumers, and partners regarding:

• Campaign attribution, tracking discrepancies, or commission validations.
• Publisher promotional conduct, traffic quality, or brand safety compliance.
• Data privacy, GDPR compliance, or cookie consent matters.
• Commercial service delivery, communications, or contractual execution.

3. How to Submit a Formal Complaint

Complaints must be submitted in writing to our designated complaints handling desk to ensure full documentation and prompt assignment.

To assist our investigation, please provide:

• Your full name, contact information, and organisation name.
• Relevant campaign IDs, publisher links, transaction references, or dates.
• A clear explanation of the issue with supporting screenshots or records.
• The specific resolution or outcome sought.

4. Resolution Procedure & Service Standards

We adhere to the following procedural timelines:

• Stage 1 — Formal Acknowledgement: Within 5 business days of receipt.
• Stage 2 — Impartial Investigation: Review of system logs, traffic telemetry, and relevant contractual terms by an independent manager.
• Stage 3 — Written Determination: A comprehensive written findings report provided within 20 business days.

5. Escalation & Non-Retaliation

If you remain dissatisfied with our determination, you may request an executive review by a director of Ascendia Prime Media Ltd.

Ascendia Prime strictly prohibits any form of retaliation or commercial prejudice against any party raising a genuine complaint in good faith.