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Handling Complaints: Receipt and Resolution Timeline

At MoneraCap, we are dedicated to addressing and resolving any complaints you may have regarding our services. We aim to provide a clear and efficient process for handling complaints, ensuring that each concern is addressed promptly and effectively.

1. Complaint Receipt

When you submit a complaint to MoneraCap, we will acknowledge receipt of your complaint within 24 hours]. Our acknowledgment will include a reference number for tracking and an initial response outlining the steps we will take to address your concern. To ensure a thorough review, please provide all relevant details and documentation with your complaint.

2. Resolution Timeline

Once your complaint is received, our team will begin the review process. We strive to resolve complaints as swiftly as possible. The typical resolution timeline is 3-8 business days, but this may vary depending on the complexity of the issue. During this period, we will keep you informed of the progress and any developments related to your complaint.

3. Final Decision

Upon completing our review, we will provide you with a detailed response outlining our findings and the steps taken to resolve the issue. If additional information or action is required, we will clearly communicate this to you. Our goal is to ensure that your concerns are addressed to your satisfaction.

If you are not satisfied with the resolution provided, you have the option to escalate the complaint to a higher authority within our organization. We are committed to ensuring that all complaints are handled fairly and with the utmost care.

COMPLAINT PROCEDURE

To ensure your complaint is handled effectively, please follow these steps:

  1. Submit Your Complaint: Begin by submitting your complaint through our designated channels. This can typically be done via our online complaint form, email, or postal mail. Ensure that you provide a clear description of the issue, along with any relevant supporting documents or evidence.
  2. Provide Details: Include essential information such as your account details, a detailed description of the complaint, and any relevant dates or transactions. This helps us to understand the context and specifics of your concern.
  3. Acknowledgment: Upon receipt of your complaint, you will receive an acknowledgment within 24 hours. This acknowledgment will include a reference number and an outline of the next steps in the complaint-handling process.
  4. Review and Investigation: Our team will review and investigate your complaint thoroughly. We aim to complete this process within 5-8 business days. During this time, we may contact you for additional information or clarification.
  5. Resolution and Response: Once our investigation is complete, we will provide a detailed response, including our findings and the steps taken to address your complaint. If you are not satisfied with the resolution, you may escalate the matter to higher management for further review.

We are committed to resolving all complaints fairly and efficiently. Your feedback is invaluable in helping us improve our services.

QUERIES

If you have any questions or need assistance regarding our services, policies, or any other aspect of the MoneraCap platform, please do not hesitate to reach out to us. You can contact our customer support team through the available channels, including email, phone, or live chat, which are listed on our website. For general inquiries, you may also refer to our FAQ section, where we provide answers to common questions that might address your concerns.

When contacting us, please provide as much detail as possible about your query, including any relevant account information and a clear description of your issue. This will help us respond more effectively and efficiently. Our support team is available 24/5 to assist you with any questions or issues you may have. We are committed to providing timely and accurate responses to ensure that your experience with MoneraCap is as smooth and satisfactory as possible.

OTHER INFORMATION

For additional information about our services, policies, or updates, please visit our website regularly. We post important announcements, changes to policies, and other relevant updates that may affect your experience with the MoneraCap platform. You can also follow us on our official social media channels to stay informed about the latest news and developments. If you have specific inquiries not covered by our website or FAQs, please contact our support team for personalized assistance.