COMPLAINT HANDLING PROCESS
At ElenoxOne, our goal is to efficiently manage and resolve complaints. Below is an overview of how we handle complaints:
Receipt of Complaint: Upon receiving a complaint, ElenoxOne will acknowledge receipt within seven days, confirming that the issue has been logged and will be reviewed.
Investigation and Resolution: A specialized team will be assigned to thoroughly investigate the complaint. We aim to deliver a conclusive resolution within 60 days of the complaint’s receipt.
Status Updates: Should there be any delays in addressing the complaint, our customer support team will update the user on the current status.
Final Response: We strive to provide a final response within 180 days, addressing the concerns raised and offering a resolution or explanation.
Delays and Communication: If additional time is required, ElenoxOne will notify the user via email, detailing the reason for the delay and providing an estimated timeline for resolution.
This process ensures that complaints are meticulously reviewed and resolved within a reasonable period.
VALID COMPLAINT REQUIREMENTS
To be considered valid, a complaint must include the following information:
- Full name of the client
- Relevant transaction numbers, if applicable
- Trading account number
- Date and time when the issue occurred
- Detailed account of the problem
- Any additional information that might aid in resolving the issue
COMPLAINT PROCEDURE
Please note: Complaints that contain unjustified offensive language towards ElenoxOne or its staff may be disregarded. All complaints must be submitted in writing and directed specifically to our support team. If the client is not satisfied with the resolution from the Customer Support Department, they can:
- Request the complaint be escalated to the Compliance Department
- Directly escalate the complaint to the Compliance Department
The Compliance Department will conduct an impartial review. Both the Support and Compliance Departments will work together to assist the client, examining the client’s accounts, trading activities, and relevant factors to ensure all claims are valid and justified.
Both Departments will:
- Respond to client inquiries within seven working days
- Resolve complaints in a timely and reasonable manner
- Maintain confidentiality regarding all complaint-related communications
FOR INQUIRIES: Contact the support service department for questions about this procedure.
QUERIES
A query involves any dissatisfaction regarding your account or trading activities with ElenoxOne. Queries can be addressed to the Support Department via email, live chat, or telephone. The Customer Support Department will assess your query to determine if it can be resolved immediately or if further investigation is required. If an immediate resolution is not feasible, ElenoxOne commits to resolving it within two business days. Clients dissatisfied with the customer support response should follow the procedures outlined on ElenoxOne.io to escalate their complaint.
ADDITIONAL INFORMATION
Different rules may apply for clients who are trusts or legal entities. Clients should always reference their unique Customer Satisfaction Number provided in the acknowledgment or official communication from ElenoxOne.