Modmount, in adherence to regulatory mandates, maintains a robust Complaint Handling Policy to address customer concerns promptly and transparently. This policy delineates the procedures for the fair resolution of queries, complaints, and disputes from its clientele.
Submission of Queries and Complaints
Query Submission:
Customers encountering account-related issues or dissatisfaction with services are encouraged to reach out to Modmount’s Customer Support Department via email, live chat, or telephone.
The Customer Support Department endeavors to resolve queries immediately; if resolution requires more time, a holding response is issued within three business days.
Complaint Submission:
- Unsatisfied customers may escalate queries to complaints by writing to [email protected].
- Third-party complaints require written authorization from the customer.
- Submissions must be truthful, complete, and supported by relevant documentation.
- Acknowledgment of complaint receipt occurs within five working days, with a subsequent impartial review and proposed remedial actions communicated within thirty working days.
Additional Information on Queries and Complaints
- Cooperation from customers is essential for timely investigation.
- Failure to respond adequately may lead to closure of complaints.
- Complaints older than three months may be considered closed.
- Timely reporting of events is encouraged to expedite investigations.
Responsibilities of the Complaints Team
- Employees of the Complaints team manage and assist in compiling complaints.
- Complaints related to services per the Client Service Agreement are accepted.
Registration of Complaints
- A comprehensive register records all pertinent details of complaints and responses.
- Data collection is limited to necessary information for complaint resolution, maintained for a minimum of seven years.
- Modmount ensures a transparent and traceable complaint management system at every stage of the process, upholding its commitment to customer satisfaction and regulatory compliance.
For more details on Modmount’s policies, visit their official website.
Image source: Modmount’s legal page.
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