Complaint Policy

1. Introduction

1.1 Policy Overview

This policy defines the procedures and guidelines for submitting and addressing complaints from users of Alfred’s services. We are committed to providing a transparent and efficient process for resolving concerns and improving our services.

2. Types of Complaints

2.1 Complaint Categories

Users may submit complaints related to various aspects of our services, including but not limited to security, customer support, account management, and service quality.

3. Complaint Submission

3.1 Access Channels

Users may submit complaints through any of the following channels:

• Customer Support: Contact our customer support team via email at [email protected]

• Website/Form: Utilize our designated online complaint submission form available on our website.

• Email: Send an email to our dedicated complaints address at [email protected]

3.2 Provide Details

When submitting a complaint, please provide detailed information, including your account details, a clear description of the issue, and any relevant documents or evidence.

4. Acknowledgment and Resolution

4.1 Acknowledgment

Upon receiving a complaint, Alfred Capital will acknowledge the receipt of the complaint within a business day. The acknowledgment will include a reference number for tracking the progress of the complaint.

4.2 Resolution Timeframe

Alfred is committed to addressing and resolving complaints promptly. The resolution time may vary depending on the complexity of the issue, but we aim to resolve most complaints within 30 business days.

4.3 Interim Communication

If a complaint cannot be resolved within the expected time frame, Alfred will provide interim updates and progress reports to keep the user informed.

5. Escalation

5.1 Unresolved Complaints

In the event that a complaint remains unresolved or the user is dissatisfied with the provided resolution, the user may request that the complaint be escalated to a higher level of management for further review.

5.2 External Escalation

If the user is still dissatisfied with the resolution, they may have the option to escalate the complaint to external regulatory or dispute resolution authorities, as applicable.

6. User Responsibility

6.1 Provide Accurate Information

Users are responsible for providing accurate and truthful information when submitting a complaint. Misleading or false complaints may result in delays or the dismissal of the complaint.

7. Confidentiality

7.1 Data Privacy

Alfred will handle user complaints with the utmost confidentiality and in compliance with applicable data protection and privacy regulations.

8. Policy Review

8.1 Policy Updates

This policy may be updated periodically to reflect changes in procedures and user needs. Users will be informed of any policy updates.

9. Contact Information

9.1 Contact Us

For any complaint submission or inquiry related to this policy, please contact us at: [email protected]