1. Purpose
This policy is designed to outline the key principles and concepts of the Customer complaints management system in the Company. This policy should be used as a guidance by both Employees and Customers on how complaints will be managed within the Organization in an effective manner.
2. Definition of a complaint
In this policy a complaint means an expression of dissatisfaction by a Customer in relation to the services provided by the Company.
3. Submission of a complaint
A complaint must be made in written form and submitted to the Company’s attention via e- mail specified on the website. A complaint must be written in a clear and understandable manner in order to be processed. The Customer shall not use inappropriate offensive language and emotional description of an issue.
The following information must be submitted together with a complaint:
- Account number;
- Full name and surname;
- Details of the problem/issue;
- Affected transaction number (if applicable);
- Date and time of subject issue;
- Copies of any documentation which supports your complaint (if applicable)
4. Assessment and handling of complaints
The Company has outlined the following steps of the complaint process that will be followed by responsible Employees in order to ensure timely, effective and appropriate measures to be implemented in relation to specific issue:
- Acknowledgment of the complaints:
We will acknowledge receipt of your complaint within two (2) business days. Once your complaint has been received, we will undertake an initial review of your complaint. The Compliance Officer of the Company will be responsible to handle the complaint and report. - Review of the complaints:
There may be circumstances during the initial review or investigation of your complaint where we may need to clarify certain aspects of your complaint or request additional documentation from you. During the initial review or investigation stage we may need to seek further clarification or documentation from you to assist us in resolving your complaint. - Initial assessment:
After review of the complaint, we will confirm whether the issue raised in the complaint is within our control. When determining how a complaint will be managed, we will consider how serious, complicated or urgent the complaint is; the risks involved if resolution of the complaint is delayed, and whether a resolution requires the involvement of other organisations. - Responding to the Customer:
After the assessment is concluded, the responsible employee shall inform the Customer about the outcome with 7 days after the complaint was received, and explain in clear and understandable way further instructions/steps that will be undertaken in order to resolve the issues and maximally prevent occurrence of such in future; - Recording of the compliant:
We will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.