Complaints Procedure
At Crbcoin, we strive to provide the best possible experience for our users. However, we understand that there may be occasions when you are dissatisfied with our products or services. We take all complaints seriously and are committed to resolving them promptly and fairly. This Complaint Procedure outlines the steps you can take to lodge a complaint with us and how we will handle your complaint.
If you have a complaint about any aspect of our products or services, we encourage you to contact us as soon as possible. You can lodge a complaint by emailing us at contact@crbcoin.com. Please include the following details in your complaint:
- Your full name
- Contact information (phone number and email address)
- Description of the complaint, including relevant details and any supporting documentation
Once we receive your complaint, we will acknowledge receipt promptly, usually within 2 business days. Our acknowledgment will include details of the person handling your complaint and an estimated timeframe for resolving it.
We will promptly investigate your complaint and work to resolve it as quickly as possible. Our investigation may involve contacting you for further information or clarification. We aim to provide a final response to your complaint within 10 business of receiving it. However, complex complaints may require more time to investigate, and in such cases, we will keep you informed of our progress.
Once our investigation is complete, we will provide you with a final response to your complaint. This response will outline the findings of our investigation and any actions we have taken or propose to take to resolve the matter. If you are dissatisfied with our response, you may have the option to escalate your complaint further
If you are not satisfied with our response to your complaint, you may request that your complaint be escalated to a higher level within our organization for further review. Please notify us of your request to escalate the complaint, and we will ensure it is reviewed by an appropriate senior staff member. We will endeavor to provide a final resolution to escalated complaints as quickly as possible.
If you are still dissatisfied with the outcome of your complaint after following our internal complaints process, you may have the option to escalate your complaint to an external authority, such as a regulatory body or ombudsman service. We will provide you with information about relevant external authorities upon request.
If you have any questions or concerns about our Complaint Procedure or need assistance lodging a complaint, please contact us at contact@crbcoin.com. We are here to help and are committed to addressing your concerns promptly and fairly.
