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Complaint Resolution Timeline

At FinProfm, we prioritize addressing and resolving your concerns efficiently. Our complaint handling process is designed to ensure prompt and effective resolutions:

  1. Investigation: Our team carefully reviews all aspects of your complaint, examining relevant information and documents. Should we need further clarification, we may reach out to you for additional details.
  2. Resolution: We aim to resolve complaints as swiftly as possible. While the resolution time may vary based on the issue’s complexity, we strive to provide a solution within a reasonable timeframe. If more time is needed, we will keep you updated on the progress.
  3. Communication: Once a resolution is achieved, we will notify you in writing, explaining the steps taken and any corrective actions that have been implemented.
  4. Feedback: We value your feedback. If you’re not satisfied with the outcome, you have the option to escalate your complaint as per our Complaints Policy.

Our commitment is to ensure transparency, responsiveness, and fairness throughout the entire process, with the goal of resolving your concerns promptly. For further details, please refer to our Complaints Policy or contact our support team.

Definitions of Key Terms

It’s important to understand the essential terms related to the services FinProfm offers. Here’s a breakdown of the key terms:

  • Account: Your personal profile on the FinProfm platform, which you create to access our services.
  • Services: The range of tools, features, and services available on FinProfm, including trading platforms and customer support.
  • Transaction: Any financial activity carried out on the platform, including deposits, withdrawals, and trades.
  • Privacy Policy: This document explains how we collect, use, and protect user data.
  • Terms of Service: The agreement outlining the rights, responsibilities, and guidelines for using FinProfm services.
  • Amendment: Any changes or updates to our Terms of Service or Privacy Policy.

Understanding these terms ensures that you are well-informed about how we operate, how we handle your data, and your rights as a user. For more information, please refer to our complete Terms of Service and Privacy Policy, or reach out to our support team.

Complaint Handling Process

FinProfm is committed to resolving your concerns in a fair and timely manner. Our complaint procedure follows a clear, structured process for efficient resolution:

  1. Submission: To initiate a complaint, submit it via the provided form on the FinProfm website, or directly contact our customer support team. Be sure to include your name, contact details, account information (if applicable), and a clear description of the issue.
  2. Acknowledgment: We will acknowledge the receipt of your complaint within a few days and provide you with a reference number for tracking purposes.
  3. Investigation: Our team will conduct a thorough investigation into the complaint, reviewing all relevant details and documentation. If we need additional information, we will reach out to you directly.
  4. Resolution: We aim to resolve complaints promptly, generally within a few days. If the issue is complex, we may require additional time, but we will keep you updated on the status.
  5. Communication: Once the complaint is resolved, we will send you a written update outlining the steps taken and any remedies offered.
  6. Feedback: Your feedback matters to us. If you’re dissatisfied with the resolution, you can escalate the matter as outlined in our Complaints Policy.

Our goal is to ensure transparency and accountability throughout the entire complaint handling process. For further information, refer to our Complaints Policy or contact our support team.

Handling Queries

A query at FinProfm refers to any question or concern related to your account or trading activities. You can submit queries through live chat, email, or phone to our support department.

Our team will assess your query to determine if it can be resolved immediately or if further investigation is necessary.

For complex issues that require additional investigation, we strive to respond within two business days. If you are not satisfied with the resolution, you can escalate your query to our Complaints Department, following the escalation procedure outlined on our website.

Additional Information

For more information about FinProfm services, policies, or general inquiries, visit our website or get in touch with our support team. We provide comprehensive resources and assistance to ensure you’re fully informed and satisfied with our services. 

Whether you need help managing your account, understanding our terms, or using the trading platform, our dedicated support team is here to help via email, phone, or support ticket submission on our website. We are committed to assisting you with any questions or concerns you may have.