ModMount Services Limited is committed to ensuring client satisfaction through its well-structured and transparent Complaint Handling Policy. This policy is designed to guarantee a swift and fair resolution to any concerns, demonstrating ModMount’s dedication to maintaining high-quality service and adhering to regulatory requirements.
How to Submit Queries and Complaints
Raising a Query
Clients who have questions or are dissatisfied with their account or services can initially reach out to ModMount’s Customer Support team through email, live chat, phone, or other official channels. The support team aims to resolve most inquiries immediately. If further investigation is required, a response acknowledging the query will be sent within three business days, providing an outline of the resolution process and an estimated timeline.
Image source: Modmount’s Customer support
Lodging a Formal Complaint
If a query is not satisfactorily resolved, clients can escalate the matter by submitting a formal complaint to the designated email: [email protected]. Complaints from authorized third parties are also accepted, provided they include proper authorization. The complaint should be detailed, with all relevant documentation attached to ensure a thorough investigation. Upon receipt, ModMount will confirm the complaint within five working days and aim for resolution within 30 days. If more time is required, customers will be informed of the reason for the delay and given an updated timeframe.
Additional Information and Complaint Investigation
During the investigation of a complaint, ModMount may request additional details or documents from the client to complete the process. If the requested information is not provided within a reasonable timeframe, ModMount may extend the investigation, pause it, or close the case altogether. Clients are encouraged to submit complaints promptly, which allows for a faster and more efficient investigation.
The Role of the Complaints Team
The Complaints Team at ModMount oversees the entire complaint submission process, from reception to resolution. All complaints relating to services under the Client Service Agreement are managed by this team, ensuring that every complaint is traceable and handled transparently.
Complaint Registration and Record Keeping
ModMount records all client complaints, capturing key information such as customer details, the nature of the complaint, any potential financial implications, and the company’s response. These records are maintained for a minimum of seven years, ensuring compliance with regulatory standards and enabling continuous improvements in how complaints are managed.
Complaint Levels and Resolution Process
Complaints are categorized into three levels based on their complexity:
- Level 1: Minor issues resolved at first contact.
- Level 2: More serious complaints that require involvement from the Compliance Officer.
- Level 3: Critical complaints needing attention from the Managing Director.
The Complaints Team, in collaboration with the Compliance Officer and Directors, ensures all complaints are resolved fairly and efficiently. Customers will receive a written response within 30 business days outlining the decision.
Monitoring and Documentation
All complaint-related documents are stored for seven years, with detailed reports and statistics prepared to improve the efficiency of ModMount’s complaint handling process. If a client remains dissatisfied with the outcome, they may escalate their complaint to the Financial Services Authority (FSA) in Seychelles.
Dispute Resolution
In cases where ModMount’s internal process does not resolve the dispute, clients can appeal directly to the FSA. Instructions on how to file a complaint and the necessary documentation are available on the FSA’s website.
Conclusion
ModMount Services Limited demonstrates its commitment to customer satisfaction through its comprehensive Complaint Handling Policy. By focusing on transparency, fairness, and prompt resolutions, ModMount maintains its reputation as a trusted and reliable broker. For more information on ModMount’s complaint procedures, clients can review the detailed Complaint Policy on the company’s website.