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Complaint and Feedback Procedures

Purpose

Our organization is committed to providing high-quality service and values feedback from clients, partners, and stakeholders. This procedure outlines how complaints and feedback are received, reviewed, and resolved to ensure continuous improvement and regulatory compliance.

How to Submit a Complaint or Feedback

You may submit a complaint or provide feedback through any of the following channels:

All submissions are treated confidentially and are handled in accordance with our privacy policy.

Procedure

1. Acknowledgment

  • Upon receipt of your complaint or feedback, we will acknowledge your submission within 3 business days.
  • You will receive a reference number for tracking purposes.

2. Assessment and Investigation

  • Your submission will be reviewed by the relevant department or compliance officer.
  • If additional information is required, we will contact you directly.

3. Resolution

  • We aim to resolve all complaints within 10 business days. If more time is needed, we will provide an update on the status and expected resolution date.
  • Once resolved, you will receive a written response outlining the findings and any actions taken.

4. Escalation

  • If you are not satisfied with the outcome, you may request an escalation. Your case will be reviewed by a senior manager or the compliance committee.
  • Further appeals can be made to the relevant regulatory authority if necessary.

Continuous Improvement

All complaints and feedback are logged and analyzed to identify trends and areas for improvement. We regularly review our procedures to enhance client satisfaction and ensure compliance with regulatory requirements.

Contact Information

For questions about this procedure or to follow up on a submission, please contact:

We appreciate your input and are committed to resolving all concerns promptly and fairly.