Complaints Handling Procedures
Welcome to NorthStar DMCC. We value our customers and strive to provide excellent service. If you have any concerns or complaints, we are here to help. This Complaints Handling Procedure outlines how NorthStar DMCC manages and resolves customer complaints.
Submitting a Complaint
If you have a complaint, you can submit it through one of the following channels:
1. Email: Send an email to complaints@north-dmcc.com with details of your complaint.
2. Online Form: Fill out our online complaints form available on our website.
Please include the following information in your complaint:
- Your full name
- Contact details
- Account number (if applicable)
- Description of the complaint
Acknowledgment of Complaint
Upon receiving your complaint, we will send you an acknowledgment email within [specified time, e.g., 1-2 business days], confirming that we have received your complaint.
Investigation and Resolution
We are committed to resolving complaints promptly and fairly. Our complaints handling process includes:
1. Initial Assessment: We will assess your complaint to understand its nature and gather necessary information.
2. Investigation: Our team will conduct a thorough investigation into the issues raised in your complaint.
3. Resolution: We will provide a written response to your complaint, detailing our findings and any proposed resolutions. This response will be provided within [specified time, e.g., 10 business days] from the date of acknowledgment.
Escalation
If you are dissatisfied with the resolution provided, you may request further review by contacting our Compliance Department at compliance@north-dmcc.com.
Keeping You Informed
Throughout the complaints handling process, we will keep you informed of the progress and any delays. If additional time is required for the investigation, we will provide updates on the expected resolution timeline.
Learnings and Improvements
At NorthStar DMCC, we view complaints as an opportunity to learn and improve our services. We regularly review feedback from complaints to identify areas for enhancement in our operations and customer service.
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Contact Us
If you have any questions or concerns regarding our complaints handling procedure, please contact us at:
NorthStar DMCC
info@north-dmcc.com