Complaints Procedure
Complaint Submission Guidelines
Please provide detailed information about your complaint, including any relevant documents or evidence.
Receipt and Acknowledgment Within two working days of receiving your complaint, we will acknowledge it and inform you of the contact person handling your case. For complex issues requiring more than ten working days to resolve, we’ll keep you updated on the progress.
Investigation Process Your complaint will be thoroughly investigated. Depending on the nature of the issue, resolutions might include a refund, credit, replacement, or other appropriate remedies. Our response will detail the resolution and outline any necessary next steps.
Feedback on our handling of your complaint is appreciated and will be used to enhance our processes.
Timely Resolution Our goal is to resolve complaints within 10 working days of receipt. If this timeline is not feasible, we will inform you about the delay and provide a new estimated resolution time.
Escalation Procedure Should you be dissatisfied with the resolution, you are welcome to escalate the matter by contacting our Complaints Handling Manager at Milfort Capital via [email protected] They will review your case for any additional steps needed to achieve a fair and confidential resolution for both parties.
Record Maintenance We maintain records of all complaints and responses for internal use for a minimum of six months from the date of receipt. These records are regularly reviewed by our management team to identify trends and significant issues, ensuring our commitment to exceptional client service and satisfactory resolution of concerns.
