Introduction

Modmount Services Limited (the “Company”) is dedicated to establishing, implementing, and maintaining an effective and transparent Complaint Handling Policy. This policy ensures the prompt handling of customer complaints through a robust framework of procedures, processes, and controls. The policy outlines the steps customers need to follow to submit queries and complaints, maintaining records of complaints and measures taken for expedient resolution, in line with applicable legislation and regulations. More information can be found on Modmount’s website.

Applicable Procedure for Submission of Queries and Complaints

Submitting a Query

Customers with queries about their account or dissatisfaction with the company’s services should initially contact Modmount’s Customer Support Department via email, live chat, telephone, or other official communication methods provided by the company. Most issues are resolved at this level, usually within three business days. If immediate resolution isn’t possible, a holding response will be issued, detailing the next steps and timeline for resolution.

If customers are not satisfied with the final response from the Customer Support Department, they can escalate the issue by following the complaint submission procedure.

Submitting a Complaint

Customers unsatisfied with the resolution of their query may submit a complaint in writing to [email protected]. Third parties acting on behalf of a customer must provide written authorization. Complaints should include truthful, complete, and accurate information, with supporting documentation if necessary. Upon receiving a complaint, the company acknowledges it within five working days and provides a response within fifteen working days. If more time is needed, the customer will be informed of the delay and the expected timeframe for resolution.

Additional Information on Queries and Complaints

Modmount may require additional information or documentation during the investigation of a query or complaint. The company may extend the investigation timeframe or consider the matter closed if the customer fails to respond within a reasonable timeframe. Customers are encouraged to lodge their queries or complaints promptly to enable efficient investigation and resolution.

Responsibilities of the Complaints Team in Receiving Complaints

The Complaints Team manages all complaints within the company, assisting customers in compiling and submitting complaints if needed. Complaints related to services rendered under the Client Service Agreement must be submitted to the Complaints Team, who will forward the details to the relevant department for resolution.

Registration of Complaints

Modmount registers all complaints until they are resolved, recording details such as the identity of the customer and employee, the date of receipt, the complaint description, the claimed financial loss, and the company’s response. Personal particulars related to managing the complaint are retained for at least seven years.

Classification of Complaints

Complaints are classified and analyzed to identify systemic, recurring, and single incident problems. Level 1 complaints are the least serious and can be resolved at first contact. Level 2 complaints are more serious and may require input from the Compliance Officer. Level 3 complaints are the most serious, requiring involvement from the Managing Director.

Managing Complaints

Modmount handles all complaints without discrimination, aiming to resolve them promptly. The Complaints Team forwards written complaints to the appropriate parties within the company. For Level 2 complaints, the Compliance Officer is involved, while Level 3 complaints are addressed by the company’s directors. The aim is to settle complaints as quickly as possible, with reasonable assistance provided to the Compliance Officer and directors.

Response to Complaints

The company strives to resolve complaints within thirty business days, providing written responses to the complainant. If additional time is needed, the reasons for the delay will be communicated. Complainants may be asked to supply further information for the investigation. Decisions are thoroughly reasoned, including relevant legislation and regulations if applicable.

Monitoring of Complaints and Record Keeping

Modmount preserves all documents related to complaints for seven years, preparing statistics and reports to improve complaint management efficiency.

Settlement of Disputes

If disputes cannot be settled through the company’s procedure, customers may lodge an appeal with the Financial Services Authority (FSA) of Seychelles. More information and the Complaint Handling Form can be accessed via the FSA website.

For detailed information about Modmount’s Complaint Handling Policy, please visit their website.

Image source: Modmount’s legal page.