Contact & Complaints Policy
Last Updated: January 9, 2025
1. Introduction
This Contact & Complaints Policy outlines how users can reach our support team, escalate complaints, and access external resources when needed. We are committed to providing excellent customer service and resolving issues fairly and promptly.
2. Contact Methods
3. Response Times
3.1 Standard Response Times
| Issue Type |
Response Time |
| General Inquiries |
24-48 hours |
| Technical Issues |
24-72 hours |
| Billing Questions |
24-48 hours |
| Safety Concerns |
4-24 hours |
| Legal Matters |
48-72 hours |
3.2 Priority Response Times
- Emergency Safety Issues: Within 1 hour
- Account Security: Within 4 hours
- Payment Problems: Within 24 hours
- Content Violations: Within 24 hours
3.3 Escalation Timeline
- Level 1: Initial response within standard time
- Level 2: Escalation within 24 hours if unresolved
- Level 3: Management review within 48 hours
- Level 4: Executive review within 72 hours
4. Complaint Process
4.1 How to File a Complaint
Users can file complaints through:
- Online Form: Available on our website
- Email: complaints@finveri.com
- Phone: [Contact Number]
- In-App: Through our platform's support system
4.2 Complaint Information Required
When filing a complaint, please provide:
- Your Contact Information: Name, email, phone
- Account Details: Username and account information
- Issue Description: Clear description of the problem
- Supporting Evidence: Screenshots, emails, or other documentation
- Desired Resolution: What you would like us to do
- Timeline: When the issue occurred
4.3 Complaint Processing
Our complaint process includes:
- Acknowledgment: We confirm receipt within 24 hours
- Investigation: Thorough review of your complaint
- Resolution: We work to resolve the issue fairly
- Follow-up: We ensure you're satisfied with the resolution
5. Escalation Procedures
5.1 Internal Escalation
If you're not satisfied with the initial response:
- Request Escalation: Ask for your case to be escalated
- Management Review: Your case will be reviewed by management
- Executive Review: Serious issues may be reviewed by executives
- Final Decision: Our final decision will be communicated clearly
5.2 External Escalation
If internal resolution fails, you may:
- Contact Regulators: Reach out to relevant regulatory bodies
- Seek Legal Advice: Consult with legal professionals
- Use Dispute Resolution: Access alternative dispute resolution
- File Formal Complaints: Submit formal complaints to authorities
6. Regulatory Contacts
6.1 UK Regulators
Information Commissioner's Office (ICO): Data protection complaints
- Website: https://ico.org.uk
- Phone: 0303 123 1113
- Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Financial Conduct Authority (FCA): Financial services complaints
Ofcom: Communications and online safety
- Website: https://www.ofcom.org.uk
- Phone: 0300 123 3000
- Address: Riverside House, 2A Southwark Bridge Road, London SE1 9HA
6.2 US Regulators
Federal Trade Commission (FTC): Consumer protection
- Website: https://www.ftc.gov
- Phone: 1-877-FTC-HELP (1-877-382-4357)
- Address: 600 Pennsylvania Avenue NW, Washington, DC 20580
Consumer Financial Protection Bureau (CFPB): Financial services
6.3 International Regulators
- EU Data Protection Authorities: For EU users
- Local Consumer Protection Agencies: In your country
- International Consumer Organizations: For cross-border issues
7. Alternative Dispute Resolution
7.1 Mediation Services
- Online Dispute Resolution: EU platform for consumer disputes
- Alternative Dispute Resolution: UK ADR services
- Consumer Arbitration: Binding arbitration services
- Mediation Services: Non-binding mediation
7.2 Arbitration
- Binding Arbitration: Final and binding decisions
- Arbitration Rules: Clear rules and procedures
- Costs: Information about arbitration costs
- Enforcement: How arbitration decisions are enforced
7.3 Small Claims Court
- UK Small Claims: For claims under £10,000
- US Small Claims: Varies by state
- International Options: Local small claims procedures
- Legal Aid: Information about legal aid availability
8. Specialized Support
8.1 Technical Support
For technical issues:
- Email: tech@finveri.com
- Phone: [Technical Support Number]
- Live Chat: Available through our platform
- Remote Support: Screen sharing and remote assistance
8.2 Billing Support
For payment and billing issues:
- Email: billing@finveri.com
- Phone: [Billing Support Number]
- Payment Processors: Direct contact with CCBill and Paxum
- Refund Requests: Through our billing team
8.3 Safety Support
For safety concerns:
- Email: safety@finveri.com
- Emergency Hotline: [Emergency Number]
- Crisis Resources: Links to crisis support services
- Law Enforcement: Direct contact with authorities
9. Accessibility Support
9.1 Accessibility Features
- Screen Reader Support: Compatible with screen readers
- Keyboard Navigation: Full keyboard accessibility
- High Contrast: High contrast mode available
- Text Size: Adjustable text size options
9.2 Accessibility Contact
- Email: accessibility@finveri.com
- Phone: [Accessibility Support Number]
- TTY: Text telephone support
- Video Calls: Sign language interpretation available
10. Language Support
10.1 Supported Languages
- English: Primary language
- Spanish: Limited support
- French: Limited support
- German: Limited support
- Other Languages: Through translation services
10.2 Translation Services
- Live Translation: Real-time translation support
- Document Translation: Written communication translation
- Video Interpretation: Video call interpretation
- Cultural Sensitivity: Culturally appropriate support
11. Feedback and Suggestions
11.1 Feedback Channels
- Feedback Form: Available on our website
- Email: feedback@finveri.com
- User Surveys: Regular user satisfaction surveys
- Focus Groups: User feedback sessions
11.2 Suggestion Process
- Submit Suggestions: Through our feedback channels
- Review Process: Regular review of suggestions
- Implementation: Consideration for platform improvements
- Acknowledgement: Recognition of valuable suggestions
12. Contact Information
13. Quality Assurance
13.1 Service Standards
- Response Time: Meet or exceed stated response times
- Resolution Rate: High percentage of first-contact resolution
- Customer Satisfaction: Regular satisfaction surveys
- Continuous Improvement: Ongoing process improvements
13.2 Training and Development
- Staff Training: Regular training on customer service
- Skill Development: Ongoing skill development programs
- Quality Monitoring: Regular quality assessments
- Feedback Integration: Incorporating user feedback
14. Updates to This Policy
We may update this policy to:
- Improve our contact processes
- Add new contact methods
- Update regulatory information
- Enhance user experience
We will notify users of material changes through:
- Platform notifications
- Email updates
- Website announcements
15. Acknowledgment
By using our platform, you acknowledge that:
- You have read and understood this contact policy
- You know how to reach our support team
- You understand our complaint process
- You can access external resources when needed
This Contact & Complaints Policy is effective as of the last updated date and supersedes all previous versions.
Remember: We're here to help. Don't hesitate to contact us with any questions or concerns.