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Clients dissatisfied with the service may raise a complaint through the following process:     

  • Step 1: Contact customer service via email or phone to discuss the issue.  
  • Step 2: If unresolved, escalate the complaint to the Head of Customer Support.  
  • Step 3: If the issue remains unresolved, a formal complaint can be submitted in writing and will be reviewed by senior management within 10 business days. 

For issues that cannot be resolved internally, clients may seek assistance through an Alternative Dispute Resolution (ADR) provider or the Financial Ombudsman Service (if applicable).  

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