Complaints Procedure

Introduction to Our Complaints Process

We are committed to providing the highest level of service to our clients. However, we understand that there may be occasions where we do not meet expectations, and as such, we have established a complaints procedure to address any concerns or grievances that you may have regarding our services. Our goal is to handle all complaints promptly, fairly, and transparently to ensure that any issues are resolved to your satisfaction.

How to Submit a Complaint

If you wish to submit a formal complaint, we recommend contacting our support team as the first point of contact. You may do so via email at [Insert Support Email], or by submitting a complaint through our online portal. Please include all relevant details such as your account number, specific issues you have encountered, and any relevant documentation to help us assess your complaint accurately.

Information We Need From You

To help us process your complaint efficiently, please provide the following information:

• Your full name and account details.
• A detailed description of the issue or problem.
• Any supporting documentation, including screenshots or transaction IDs, where applicable.
• Your preferred outcome or resolution to the complaint.

The more detailed and precise the information you provide, the faster we can investigate and address your concerns.

Our Complaints Handling Process

Once we receive your complaint, our team will acknowledge receipt within 24 hours and begin an investigation into the matter. We aim to provide a comprehensive response to all complaints within five business days. In complex cases, this timeframe may be extended, but we will notify you if more time is required to resolve the issue. We will keep you informed of the progress throughout the investigation.

Steps in Our Complaints Procedure

Our complaints procedure consists of the following steps:

• **Step 1**: Initial complaint received via email or our support portal. You will receive an acknowledgement confirming receipt.
• **Step 2**: The issue will be reviewed by our complaints team. If necessary, we may contact you for additional information or clarification.
• **Step 3**: An investigation will be conducted by our internal teams to determine the cause of the problem and assess possible solutions.
• **Step 4**: A response will be provided with our findings, proposed solution, or explanation of the decision.
• **Step 5**: If you are satisfied with the resolution, the complaint will be closed. If further action is required, the case will remain open until an agreeable outcome is reached.

If You Are Not Satisfied With Our Response

While we strive to resolve all complaints internally, we understand that there may be cases where you are not satisfied with the outcome of our investigation. If this is the case, you may request an escalation of your complaint to a senior manager or compliance officer for further review. Alternatively, you may contact the relevant regulatory authority overseeing our operations to seek an independent review of the matter.

Alternative Dispute Resolution (ADR)

In the event that we are unable to reach a satisfactory resolution, you may choose to pursue alternative dispute resolution (ADR) through an independent third-party mediator or arbitrator. ADR is designed to offer a neutral platform to settle disputes without resorting to litigation. We are committed to cooperating with any ADR process in accordance with applicable laws and regulations.

Timeframe for Submitting Complaints

We encourage clients to submit complaints as soon as possible after the issue arises. While we strive to address complaints promptly, it is important to note that complaints submitted after a significant delay may be more difficult to investigate thoroughly. To ensure a timely resolution, we recommend submitting complaints within 30 days of the event or issue.

Confidentiality and Data Protection

We treat all complaints and related communications with the highest level of confidentiality. Your personal and account information will only be shared with individuals involved in investigating or resolving your complaint, in accordance with our data protection policy. We ensure compliance with applicable data protection laws, including the General Data Protection Regulation (GDPR), to safeguard your information throughout the complaints process.

Conclusion

We value the feedback of our clients and take all complaints seriously. By providing a structured and transparent complaints procedure, we aim to resolve any issues efficiently and to the satisfaction of our clients. If you have any concerns or would like to provide feedback, please do not hesitate to contact our support team. We are here to help and ensure that your experience with our platform is positive and rewarding.

Contact Us

If you have any further questions regarding our complaints procedure or wish to submit a formal complaint, please contact us at info@tradxc.com or call our support hotline at .