How to submit a grievance
If you have a concern related to service delivery, subscription, communication, disclosure, payment, complaint status or any other client issue, please contact the grievance desk first.
- 1Email your complaint to grievance@yourdomain.com with your registered name and phone number.
- 2Mention your service name, subscription date and clear description of the issue.
- 3Attach supporting documents, screenshots, payment proof or communication records, if relevant.
- 4Request and retain a complaint reference number for future tracking.
Information required from clients
Providing complete information helps the firm review and resolve the matter faster.
Indicative response timelines
The final timelines must be replaced with the firm's official policy and applicable regulatory requirements before publishing.
- AAcknowledgement: within [X] working days of receiving a complete complaint.
- BInitial review: within [X] working days after acknowledgement.
- CResolution / final response: within [X] working days, subject to complexity and required documentation.
- DIf more time is required, the client should be informed with a reason and revised timeline.
Escalation matrix
If the grievance is not resolved at the first level, clients may escalate using the matrix below. Replace all names, emails and timelines with actual firm details.
Grievance contact details
Replace these placeholders with the official details before publishing.
