Defination of a Complaint

 

 

PROCEDURES FOR RESOLVING CUSTOMER COMPLAINTS AND CUSTOMER COMPLAINT FORM

 

Under the complaint handling rules, Grandegoldens, Ltd (hereinafter called the “Company”) must deal with any expression of dissatisfaction about any financial services activity provided or withheld by the Company. Complaints should be in writing on the specified form provided, below, by the Company. We consider it important that we deal properly with any reasonable complaint made by a customer, whatever the subject matter of the complaint.

 

Procedure

 

The Compliance Officer will deal with the customer complaints unless in cases where there might be a conflict of interest in which case the Chief Operations Officer will deal with such a complaint.

 

Any complaint received will be forwarded to the Compliance Officer within 48 hours.

 

A written acknowledgment will be sent within 48 hours to the complainant confirming name and job title of the person dealing with the complaint, together with details of the Company complaint handling procedures.

 

Within 4 weeks of receipt the Company will send the complainant a Final Response or a Holding response, which will explain why it is not yet in a position to resolve the complaint and give an indication of when further contact will be made. (This must be within 8 weeks of receipt).

 

Within 8 weeks of receipt of the complaint, the Company will send the complainant either:

 

a) A Final Response

 

b) A response which explains why a final response cannot be given with an explanation as to why and an indication of when we anticipate on providing a final response:

 

Upon sending the final respond to the complainant the customer will have 2 weeks to respond.

 

If a response is not received within 2 weeks then the Company is not obliged to take the complaint further unless further correspondence is received from the client indicating that they are still dissatisfied.

 

Complaints must be filed in written to support@grandegoldens.com