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Complaints

COMPLAINT HANDLING PROCESS

At Voltomatix, our objective is to manage and resolve complaints effectively. Below is a summary of our complaint-handling procedure:

Receipt of Complaint: Upon receiving a complaint, Voltomatix will acknowledge its receipt within seven days, confirming that the issue has been recorded and will undergo a thorough review.

Investigation and Resolution: A dedicated team will be assigned to investigate the complaint in detail. We strive to provide a final resolution within 60 days from the date of the complaint’s receipt.

Status Updates: If there are any delays in addressing the complaint, our customer support team will keep you informed of the current status.

Final Response: We aim to offer a final response within 180 days, addressing the concerns raised and providing a resolution or a detailed explanation.

Delays and Communication: If additional time is needed to resolve the issue, Voltomatix will notify you via email, explaining the reason for the delay and providing an estimated timeline for resolution.

This process ensures that all complaints are carefully reviewed and resolved within a reasonable timeframe.

VALID COMPLAINT REQUIREMENTS

To be considered valid, a complaint must include the following details:

  • Full name of the client
  • Relevant transaction numbers, if applicable
  • Trading account number
  • Date and time when the issue occurred
  • Detailed description of the problem
  • Any additional information that might assist in resolving the issue

COMPLAINT PROCEDURE

Please note: Complaints containing unjustified offensive language toward Voltomatix or its staff may be disregarded. All complaints must be submitted in writing and directed specifically to our support team. If the client is not satisfied with the resolution provided by the Customer Support Department, they can:

  • Request that the complaint be escalated to the Compliance Department
  • Directly escalate the complaint to the Compliance Department

The Compliance Department will conduct an impartial review. Both the Support and Compliance Departments will work together to assist the client, examining the client’s accounts, trading activities, and relevant factors to ensure all claims are valid and justified.

Both Departments will:

  • Respond to client inquiries within seven working days
  • Resolve complaints in a timely and reasonable manner
  • Maintain confidentiality regarding all complaint-related communications

FOR INQUIRIES: Please contact the support service department for any questions about this procedure.

QUERIES

A query refers to any dissatisfaction regarding your account or trading activities with Voltomatix. Queries can be directed to the Support Department via email, live chat, or telephone. The Customer Support Department will assess your query to determine if it can be resolved immediately or if further investigation is required. If an immediate resolution is not possible, Voltomatix commits to resolving it within two business days. Clients who are not satisfied with the response from customer support should follow the procedures outlined on Voltomatix.com to escalate their complaints.

ADDITIONAL INFORMATION

Different rules may apply to clients who are trusts or legal entities. Clients should always reference their unique Customer Satisfaction Number provided in the acknowledgment or official communication from Voltomatix.