Customer Resolution

Complaints Policy

Transparent procedures for addressing concerns and ensuring fair resolution

24h
Initial Response
94%
Satisfaction Rate
5.2 days
Average Resolution
0.8%
Escalation Rate

Our Commitment

Policy Philosophy

We are committed to providing exceptional service and addressing any concerns promptly, fairly, and transparently. Your feedback is essential to our continuous improvement.

Timely Response

Guaranteed acknowledgment within 24 hours and regular updates throughout.

Fair Investigation

Impartial review of all complaints with full consideration of evidence.

Transparent Process

Clear communication at every stage with detailed reasoning for decisions.

Customer Rights

Right to Complain

All customers have the right to raise concerns without fear of negative consequences.

Right to Information

Clear information about the complaints process and expected timeframes.

Right to Escalation

Escalation to senior management and external bodies if unsatisfied.

Right to Compensation

Fair compensation where appropriate, following regulatory guidelines.

Data Protection

All complaint data handled in accordance with data protection regulations.

Complaint Process

Submission
Day 0
Acknowledgment
Within 24h
Investigation
3-5 days
Resolution
5-10 days
Closure
Day 15
1

Submit Complaint

Submit through web portal, email, or phone. Include all relevant details and evidence.

Channels: 7 options
2

Acknowledgment

Receive acknowledgment within 24 hours with your unique complaint reference number.

Timeframe: ≤24 hours
3

Investigation

Thorough investigation by dedicated team. We may request additional information.

Duration: 3-5 business days
4

Resolution

Final decision communicated with detailed reasoning. Remedies applied where appropriate.

Target: ≤15 days total

Key Timelines & Service Standards

100%
Acknowledgment within 24 hours
85%
Resolved within 5 business days
15 days
Maximum resolution period

How to Submit a Complaint

Online Submission

Alternative Channels

Email

Send detailed complaint to our dedicated complaints team.

complaints@platform.com

Phone

Call our dedicated complaints line for immediate assistance.

1-800-COMPLAINT (266-7526)
Mon-Fri 9AM-6PM EST

Live Chat

Chat with our support team directly through the platform.

Available 24/7 in-app

Postal Mail

Send written complaint to our registered office.

123 Compliance Street
Financial District, NY 10004
United States

Information Requirements

Please include: Your account number, contact details, clear description of complaint, dates/times, any supporting evidence, and your desired resolution.

Common Complaint Categories

Trading Issues

  • Order execution delays
  • Excessive slippage
  • Platform downtime during trading
  • Incorrect trade execution
Resolution Time 3-5 days

Account Management

  • Verification delays
  • Withdrawal processing issues
  • Account access problems
  • Incorrect account statements
Resolution Time 1-3 days

Fees & Charges

  • Unexpected fees
  • Incorrect fee calculations
  • Lack of fee transparency
  • Disputed transaction costs
Resolution Time 2-4 days

Resolution Statistics by Category

96%
Trading issues resolved
Avg: 4.2 days
98%
Account issues resolved
Avg: 2.1 days
92%
Fee disputes resolved
Avg: 3.5 days
94%
Overall satisfaction
Q4 2023

Escalation Pathway

Internal Escalation

Level 1: Customer Support

Initial complaint handling by frontline support team. Resolution target: 5 business days.

Success rate: 85%

Level 2: Complaints Team

Dedicated complaints specialists for complex issues. Resolution target: 10 business days.

Success rate: 92%

Level 3: Senior Management

Escalation to department heads or VP level. Final internal decision within 15 days.

Success rate: 96%

Level 4: Executive Office

Review by C-level executives or Office of the President. Final company position.

Engagement: <0.5% of cases

External Resolution Options

Financial Ombudsman Service

Independent dispute resolution service for financial complaints.

ombudsman-financial.org

Regulatory Bodies

Contact relevant financial regulators in your jurisdiction.

US: SEC, FINRA, CFTC
EU: National Competent Authorities
UK: Financial Conduct Authority

Alternative Dispute Resolution

Independent mediation or arbitration services for unresolved disputes.

ADR International

Legal Action

As a last resort, customers may pursue legal action through courts. We recommend seeking independent legal advice first.

Deadline for External Escalation

You may escalate to external bodies if unsatisfied with our final response, or if 8 weeks have passed since your initial complaint.

Compensation & Remedies

Financial Compensation

Refunds, reimbursements, or compensation for financial losses directly caused by our error.

Processed within: 3 business days

Service Restoration

Correcting errors, reversing incorrect transactions, or restoring service access.

Implemented within: 24 hours

Goodwill Gestures

Service credits, fee waivers, or other gestures for inconvenience or service failures.

Discretionary: Case by case

Corrective Actions

Process improvements, staff training, or system changes to prevent recurrence.

Monitored for: 90 days

Compensation Guidelines

Calculation Methodology

  • Direct financial losses with supporting evidence
  • Interest on delayed payments (standard rate)
  • Reasonable costs incurred due to our error
  • Regulatory compensation scheme limits apply

Exclusions & Limitations

  • Market losses from normal trading activities
  • Consequential or indirect losses
  • Complaints submitted after 6 years
  • Statutory limitation periods apply

Monitoring & Continuous Improvement

Performance Monitoring

Real-time Dashboard

Live tracking of all complaints with status, age, and resolution metrics.

Monthly Reporting

Comprehensive reports to senior management and board committees.

Trend Analysis

Identification of recurring issues and systemic problems.

12.4% ↓
Complaint reduction YoY
8.3% ↑
Satisfaction increase

Continuous Improvement

Process Enhancement

Regular review and improvement of complaints handling procedures.

Staff Training

Ongoing training based on complaint analysis and feedback.

Technology Upgrades

Investment in better systems for tracking and resolving complaints.

Customer Feedback Loop

Systematic collection and analysis of complaint resolution feedback to drive improvements.

Annual Performance Summary

2,847
Complaints received
↓ 12.4% from previous year
94.2%
Resolved within 15 days
↑ 3.1% from previous year
0.7%
Escalated to regulators
↓ 0.3% from previous year
4.8/5
Customer satisfaction
↑ 0.4 points from previous year
Policy Version: 6.2.1 | Effective: January 2024 | Next Review: July 2024

This complaints policy is reviewed biannually and updated based on regulatory changes, customer feedback, and operational improvements. We are committed to continuous enhancement of our complaints handling procedures.

FAQ | OonDex AI
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