Complaint Receipt & Resolution Timeline
At RoxoFX, we prioritize transparency and customer satisfaction, which is why we have established a clear process for handling complaints. When you submit a complaint to us, whether it concerns our services, transactions, or any other aspect of your experience, we are committed to addressing it promptly and fairly.
Upon receipt of your complaint, our dedicated support team acknowledges its receipt promptly, typically within 24 hours. We understand the importance of timely resolution and aim to resolve most complaints within 5 business days. However, complex issues may require more time, in which case we will keep you informed of the progress and expected resolution timeframe.
Our resolution process involves a thorough investigation of the complaint, gathering relevant information, and communicating with you effectively throughout. We strive to provide fair outcomes based on the merits of each case, ensuring that your concerns are addressed with professionalism and respect.
If you are dissatisfied with our initial response or the resolution provided, you have the right to escalate your complaint to higher levels of management within RoxoFX. We value your feedback and use complaints as an opportunity to improve our services and processes continuously.
For more details on our complaints handling process or to submit a complaint, please refer to the guidelines on this page or contact our customer support team. Your satisfaction and trust in RoxoFX are paramount, and we are committed to resolving complaints swiftly and fairly.
Procedure of Complaint
At RoxoFX, we understand the importance of addressing your concerns effectively through a structured complaints procedure. Our aim is to ensure that every complaint is handled with professionalism, transparency, and efficiency. Here’s an overview of our complaint-handling procedure:
- Submission: You can submit a complaint through our designated channels, including our online complaint form, email, or directly through our customer support team. Please provide as much detail as possible regarding your issue to help us understand and address it promptly.
- Acknowledgment: Upon receiving your complaint, we will acknowledge its receipt promptly, typically within 24 hours. This acknowledgment will include an overview of our complaints handling process and an estimated timeline for resolution.
- Investigation: Our dedicated complaints team will conduct a thorough investigation into your complaint. This may involve gathering relevant information, reviewing transaction records, and consulting with relevant departments to understand the issue fully.
- Resolution: We aim to resolve most complaints within 5 business days of receipt. Complex issues may require more time, but we will keep you informed of the progress and expected resolution timeframe throughout the process.
- Communication: Throughout the investigation and resolution process, we will maintain open communication with you. You will receive updates on the status of your complaint and any actions taken to address it.
- Feedback: After resolving your complaint, we encourage you to provide feedback on your experience with our complaints-handling process. Your feedback helps us improve our services and ensure that we meet your expectations in the future.
- Escalation: If you are not satisfied with the resolution provided, you have the option to escalate your complaint to higher levels of management within RoxoFX. We will provide guidance on how to escalate your complaint and ensure that it is reviewed impartially.
Queries
If you have any questions or queries regarding our services, policies, or any aspect of your experience with RoxoFX, our dedicated support team is here to assist you. You can reach out to us through various channels, including our customer support hotline, email, or live chat on our website.
Our team is committed to providing prompt and accurate responses to ensure that your inquiries are addressed satisfactorily. Whether you need clarification on account-related matters, assistance with navigating our platform, or guidance on our policies, we are here to help. Your satisfaction is our priority, and we strive to maintain open communication to meet your needs effectively.
Other Information
In addition to handling complaints and queries, RoxoFX provides resources and updates on our platform, market trends, and regulatory developments. Stay informed through our blog posts, newsletters, and educational materials tailored to enhance your trading knowledge and experience.
Explore our comprehensive FAQs for quick answers to common inquiries. We are dedicated to keeping you informed and empowered to make informed decisions in your trading journey with RoxoFX.