COMPLAINTS AND DISPUTE POLICY
COMPLAINT RECEIPT & RESOLUTION TIMELINE
At Market4s, we are committed to addressing and resolving complaints in a timely and efficient manner. Below is an outline of our complaint receipt and resolution timeline:
Receipt of Complaint
Acknowledgment: Upon receiving your complaint, we will send an acknowledgment email confirming receipt within 24 hours. This ensures that we have received your complaint and it is in our system.
Initial Review: The complaint is initially reviewed to determine its nature and scope. This preliminary assessment typically occurs within 1-2 business days.
Complaint Assessment
Detailed Review: A detailed investigation into the complaint is conducted by the relevant department. This review includes gathering all necessary information and evidence related to the issue. This process usually takes up to 5 business days.
Request for Additional Information: If additional details or documentation are required to fully understand the complaint, we will reach out to you within 3 business days of the initial review.
Resolution Process
Resolution Proposal: Based on the investigation, we will formulate a resolution proposal. This may include corrective actions, compensation, or other remedial measures. The proposal is typically prepared within 5-7 business days after the detailed review.
Communication: We will communicate the proposed resolution to you, including any actions we plan to take and any steps you may need to follow. This communication will occur within 1-2 business days of finalizing the resolution proposal.
Implementation
Execution of Resolution: Once the resolution is agreed upon, we will implement the necessary actions. This step is carried out as quickly as possible, generally within 3-5 business days, depending on the complexity of the resolution.
Follow-Up: After implementing the resolution, we will follow up with you to ensure that the issue has been satisfactorily addressed. This follow-up occurs within 2 business days of completing the resolution.
Review and Feedback
Final Review: A final review of the complaint and resolution process is conducted to ensure that all steps were followed correctly and that the issue was resolved effectively. This review is completed within 3 business days of the follow-up.
Feedback Collection: We may request feedback from you regarding your experience with the complaint process. Your feedback helps us improve our services and complaint handling procedures. Feedback requests are sent within 2 business days of the final review.
Escalation Process
Escalation Option: If you are not satisfied with the resolution or if the complaint remains unresolved, you have the option to escalate the issue to higher management or an independent review body. The escalation process is initiated upon request and typically reviewed within 5 business days.
Our goal is to address all complaints effectively and to enhance our services based on your feedback. If you have any questions about the complaint process or need assistance, please contact our support team.
PROCEDURE OF COMPLAINT RECEIPT & RESOLUTION TIMELINE
At Market4s, we strive to handle complaints with efficiency and clarity. Our procedure for managing and resolving complaints involves several key steps:
Receipt of Complaint
Upon receiving a complaint, we promptly acknowledge it within 24 hours through email or other communication channels. An initial review is conducted within 1-2 business days to assess the nature of the complaint and determine the appropriate response.
Assessment and Investigation
A thorough investigation follows, during which we gather necessary information and review relevant documentation. This process typically takes up to 5 business days. If additional information is needed, we will request it from you within 3 business days of the initial review.
Resolution Proposal
After completing the investigation, we formulate a resolution proposal detailing the actions we plan to take. This proposal is prepared within 5-7 business days and communicated to you within 1-2 business days after finalizing the proposal.
Implementation
Once the resolution is agreed upon, we implement the necessary actions, which may include corrective measures or compensation. This implementation is generally completed within 3-5 business days. We then follow up with you within 2 business days to ensure the issue has been resolved to your satisfaction.
Review and Feedback
A final review of the complaint and resolution process is conducted within 3 business days after the follow-up. We may also request your feedback on the handling of your complaint, with feedback requests sent within 2 business days of the final review.
Escalation
If you are not satisfied with the resolution, you can escalate the complaint to higher management or an independent review body. This escalation process is initiated upon request and reviewed within 5 business days.
We are committed to resolving complaints effectively and improving our services based on your feedback. For any questions or further assistance, please contact our support team.
QUERIES
If you have any questions or need further information about our services or the complaint process, please feel free to reach out to our support team. We are here to assist you and provide the necessary information to address your concerns. You can contact us through our email, phone, or online contact form. We aim to respond to all inquiries promptly to ensure you have the support you need.
OTHER INFORMATION
For more detailed information or specific inquiries, please provide as much detail as possible when reaching out to us. This will help us better understand your request and offer a more accurate and timely response. Our support team is available during business hours to address any issues or provide additional information you may need. For contact details and further assistance, please visit our Contact Us page.
Risk Warning: Online trading involves risks and is not suitable for everyone. Trading in foreign exchange, commodities, indices, stocks, or other financial instruments involves a degree of leverage, which can lead to substantial gains or losses. While leverage can amplify profits, it can also magnify losses. Therefore, it’s important to understand that you might lose more than your initial investment.
Before engaging in online trading, consider your investment objectives, experience level, and risk tolerance. It’s important to be aware that past performance is not indicative of future results, and prices of assets can fluctuate. We recommend consulting with an independent financial advisor if you’re unsure about the suitability of online trading for your financial situation.
Remember, trading should be approached with caution and informed decision-making, aligning with your financial goals and risk appetite.
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