Complaint Handling Policy

Complaint Handling Policy

Effective Date: 1/1/2022

At Arbitrage Capital, we are committed to providing excellent service to our customers. We understand that, occasionally, concerns or issues may arise, and we value the opportunity to address and resolve them. This Complaints Handling Policy outlines our approach to handling customer complaints and provides a transparent framework for addressing and resolving any grievances effectively and efficiently.

• Definition of a Complaint A complaint is defined as an expression of dissatisfaction, whether written or verbal, regarding our products, services, or customer experience. This policy applies to all complaints received from customers or any individual or entity with a legitimate interest in our services.
• Complaints Handling Process

2.1 Receipt of Complaints:

• Complaints can be submitted through various channels, by phone, email, or in writing.
• We aim to acknowledge receipt of the complaint within 24hrs, either verbally or in writing, specifying the expected timeframe for resolution.

2.2 Investigation and Resolution:

• Upon receipt of a complaint, we will assign it to a designated complaint handler who will impartially investigate the matter.
• The complaint handler may need to gather additional information or documentation to fully understand the issue and determine an appropriate resolution.
• We strive to resolve complaints promptly and fairly, typically within 48 hrs.
• In complex cases that require more time for investigation, we will keep the complainant informed of the progress and provide regular updates on the expected resolution timeframe.

2.3 Communication and Updates:

• We will maintain open lines of communication with the complainant throughout the process, keeping them informed of the progress and any actions taken.
• We aim to provide updates within 12 hrs. if the resolution extends beyond the initially communicated timeframe.

2.4 Resolution Options:

• We will seek a fair and reasonable resolution based on the circumstances of each complaint.
• Resolutions may include, but are not limited to, apologies, explanations, rectification of errors, refunds, compensation, or other mutually agreed-upon remedies.
• In cases where a complaint is found to be unsubstantiated, we will provide a clear explanation to the complainant.

2.5 Record Keeping:

• We will maintain accurate and comprehensive records of all complaints, including details of the complaint, actions taken, and resolutions provided.
• These records will be securely stored and used for internal review, analysis, and continuous improvement of our services.
• Escalation If a complainant is dissatisfied with the resolution provided or the handling of their complaint, they have the right to escalate the matter to a higher level within our organization. Clear instructions on how to escalate a complaint will be provided during the complaint handling process.
• Continuous Improvement We are committed to continuously improving our products and services. Feedback obtained from customer complaints will be analyzed to identify areas of improvement and implement necessary changes to prevent similar issues from recurring in the future.
• Accessibility We are committed to ensuring that our complaint handling process is accessible to individuals with disabilities or vulnerabilities. Reasonable accommodations will be made to facilitate their engagement and support their needs throughout the complaint resolution process.
• Review and Updates This Complaints Handling Policy will be regularly reviewed to ensure its effectiveness and relevance. Updates will be made as necessary to align with regulatory requirements and best practices in complaint management.

By adhering to this Complaints Handling Policy, we aim to address customer concerns promptly, fairly, and transparently. We appreciate the opportunity to learn from our customers' feedback and continuously enhance our services.

Last Updated: 15/6/2023