Purpose
At Fintive, we are committed to providing excellent services and maintaining high standards. However, we understand that there may be times when our clients or stakeholders are not satisfied. This Complaints Policy outlines how we address and resolve complaints in a fair, transparent, and timely manner.
Scope
This policy applies to all clients, partners, and stakeholders who wish to raise a complaint regarding any aspect of Fintive’s services, employees, or operations.
How to File a Complaint
If you have a complaint, you may file it through one of the following channels:
- Email: Send your complaint to info@fintive.com with the subject line “Complaint – [Your Name/Company Name]”.
- Mail: Address your written complaint to:
Fintive
9650 Strickland Road Suite 103-129
Raleigh, NC 27615
Please include the following information in your complaint:
- Your name and contact details.
- A clear description of the issue or concern.
- Any supporting evidence (e.g., documents, emails, screenshots).
- Desired resolution or outcome, if applicable.
Complaint Handling Process
- Acknowledgment
- Upon receiving your complaint, we will acknowledge receipt within 3 business days.
- Investigation
- We will thoroughly investigate your complaint, gathering all relevant facts and evidence.
- This process may include contacting you for further information or clarification.
- Resolution
- We aim to resolve complaints within 10 business days. If additional time is needed, we will inform you of the expected timeline.
- Once resolved, we will provide you with a written response outlining the findings, actions taken, and resolution.
- Escalation
- If you are not satisfied with the resolution, you may request an escalation by contacting a senior manager. Details for escalation will be provided in our response.
Confidentiality
All complaints will be handled confidentially, and your personal information will only be shared on a need-to-know basis for the purpose of resolving the issue.
Continuous Improvement
We view complaints as an opportunity to improve our services and operations. All complaints will be reviewed periodically to identify patterns or areas where we can enhance our processes.
Contact Us
For questions or to follow up on a complaint, please contact us at:
Email: info@fintive.com
Mail: 9650 Strickland Road Suite 103-129, Raleigh, NC 27615
