We always aim to provide a high standard of care in our services and problems and views of our clients are very important to us. We want to resolve your problem, learn from it and improve our business and customer experience in the future, therefore we will:
All complaints, whether they concern our services, our customer service, or our employees, agents or officers, should be made by sending an e-mail to email@example.com. When making a complaint, you will be required to provide the following information:
Please note that a complaint must not include: Offensive language directed either to the Company or any of its employees and name of the Company’s employee that you had contact with and/or the relevant department.
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 10 working days. We will keep you informed about the progress, provide relative information and reasonable investigation time. After analyzing, we will send you:
You should make a complaint as soon as you can after the date on which the event occurred or came to your notice. If you submit the complaint more than three months later after it occurs, we may not be able to investigate the problem properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
At any stage during the process, if you are not happy with the way how we deal with your complaint you can contact us via e-mail firstname.lastname@example.org.
All complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees, agents or officers who need to know in order to handle your complaint.
If you have any questions or require further information about any aspect of this Complaint Policy or about our Complaint Procedure, please contact us via e-mail email@example.com.