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Fintevex – Complaints

COMPLAINT RESOLUTION TIME

At Fintevex, we are committed to addressing and resolving your concerns as efficiently as possible. Our complaint resolution framework is designed to ensure a structured and timely approach:

  • Investigation: Our specialists conduct an in-depth review of your complaint, analyzing all relevant information and supporting documents. If further details are needed, we may contact you for clarification.
  • Resolution: We strive to address issues promptly. While resolution times may vary depending on complexity, we aim to provide a solution within a reasonable period. If additional time is required, we will keep you informed of the progress.
  • Communication: Once a decision is reached, we will notify you in writing, outlining the resolution steps and any corrective actions taken.
  • Feedback: Your opinion matters. If you are unsatisfied with the outcome, you may escalate the issue in accordance with our Complaints Policy.

Our primary goal is to ensure transparency, responsiveness, and fairness in handling complaints. For more details, please review our Complaints Policy or contact our support team.

DEFINITION OF KEY TERMS

Understanding key terms related to Fintevex services is essential for a seamless user experience. Here’s a brief overview:

  • Account: Your registered profile on Fintevex, granting access to our platform and services.
  • Services: The set of tools, features, and trading solutions provided by Fintevex, including customer support.
  • Transaction: Any financial operation conducted on the platform, such as deposits, withdrawals, or trades.
  • Privacy Policy: A document detailing how we collect, store, and protect user data.
  • Terms of Service: The legal agreement outlining user rights, responsibilities, and platform usage guidelines.
  • Amendment: Any modifications or updates made to our Terms of Service or Privacy Policy.

Being familiar with these definitions ensures a clear understanding of our policies, data protection practices, and user rights. For full details, refer to our Terms of Service and Privacy Policy, or reach out to our support team.

COMPLAINTS HANDLING PROCESS

At Fintevex, we have established a well-defined procedure to handle complaints in a structured and timely manner:

  1. Submission: You can submit a complaint via our official online form or by reaching out to our customer support team. Ensure you provide your full name, contact details, account information (if relevant), and a detailed description of the issue.
  1. Acknowledgment: Upon receiving your complaint, we will send an acknowledgment along with a reference number for tracking purposes.
  1. Investigation: Our team will thoroughly examine all aspects of the complaint, reviewing supporting documents and relevant details. If further information is needed, we will contact you directly.
  1. Resolution: We aim to resolve complaints as swiftly as possible, typically within a few business days. However, if the matter is complex, it may require additional time. Rest assured, we will keep you informed of any updates.
  1. Communication: Once the investigation is complete, we will provide a written response outlining our findings and any actions taken to resolve the issue.
  1. Feedback & Escalation: If you remain dissatisfied with the outcome, you have the option to escalate your complaint following the procedures detailed in our Complaints Policy.

Our priority is to ensure fairness, transparency, and efficiency in resolving client concerns. For further details, please review our Complaints Policy or get in touch with our support team.

HANDLING QUERIES

A query refers to any general question or concern related to your Fintevex account or trading activities. You can contact our support team through live chat, email, or phone for assistance.

Our team will evaluate your inquiry to determine whether it can be resolved immediately or requires additional investigation.

  • Simple Queries: Inquiries that can be resolved instantly by our support agents.
  • Complex Queries: If further investigation is required, we aim to respond within two business days.

If you are not satisfied with the response, you may escalate your query to our Complaints Department, following the process outlined in our Complaints Policy.

ADDITIONAL INFORMATION

For further details about Fintevex’s services, policies, or general inquiries, visit our official website or reach out to our support team.

We offer a range of resources to ensure you are well-informed and have a seamless trading experience. Whether you need assistance with account management, platform usage, or policy clarifications, our dedicated support team is available via:

  • Email
  • Phone
  • Support Ticket Submission through our website

At Fintevex, we are committed to providing transparent and efficient customer support to address all your concerns.