Customer Service Request Management, abbreviated CSRM
Customer requests management
Definition of a Complaint
A complaint is an expression of dissatisfaction about any investment services activity provided or withheld by the Company.
Submitting a Complaint
If, after consulting with a member of the Company’s support team, you are unable to obtain a satisfactory response and explanation to your inquiry, we welcome you contact our management team for escalation: [email protected]
For clarification purposes, the Company may not be able to accept your complaint via any other means/channels.
Handling the Complaint
Once we have received your complaint, the Company will research and investigate the claim to the fullest extent possible in order to make a final decision. The final decision will be communicated to you upon completion of our investigation or three (3) months from the date you submitted your complaint, whichever is sooner. In certain circumstances, a representative of the Company may contact you via phone in order to collect additional information or to clarify certain points. If the Company is unable to provide you a final decision within two (2) months, it will send you a holding letter that updates you on the current status of the investigation and establishes a new deadline for company to a final decision.
The Company shall consider your complaint as closed within three (3) months of the submission date if it is unable to reach you or you fail to provide responses in a timely matter. When we reach an outcome, we will inform you of it together with an explanation of our positions and any remedy measures we intend to take (if applicable).