- Purpose
We aim to provide high-quality services and support to all our Users. If a User is dissatisfied with any aspect of our Services, including Subscription Services, Free Services, or interactions on our website or community platforms, this Complaints Reporting Procedure outlines how to raise a complaint and how we will handle it.
- Scope
This procedure applies to all Users of our Website and Services. Complaints may relate to, but are not limited to access to Services, account issues or billing disputes, Service quality or content concerns, technical problems, and community interactions or moderation.
- How to Submit a Complaint
Users may submit a complaint using one of the following methods:
- Email: [email protected].
- Website Contact Form: www.marketnerd.com/complaints-reporting-form.
When submitting a complaint, please include your full name and registered email address, a clear description of the issue, and relevant dates and supporting evidence such as screenshots, receipts, correspondence, or links.
- Acknowledgement of Complaints
We will endeavour to acknowledge receipt of your complaint within 2 business days of submission. The acknowledgment may include the name and contact details of the person handling the complaint as well as an estimated timeline for resolution.
- Investigation and Response
We aim to investigate and respond to all complaints in a fair and timely manner. This includes reviewing all submitted information, contacting the User for clarification if necessary, and assessing whether any corrective action is required.
We will endeavour to provide a formal response within 15 business days of receiving the complaint, outlining the outcome and any actions to be taken.
- Escalation
If you are not satisfied with our response, you may escalate the complaint by:
- Replying to the initial response and explaining why you are dissatisfied; or
- Requesting further review by a senior member of our management team.
- Record Keeping
All complaints and their resolutions will be documented and retained in accordance with applicable data protection laws.
- Confidentiality
All complaints will be treated confidentially. Details will only be shared with our staff or third parties necessary to investigate and resolve the issue.
- Updated to this Procedure
We may update this Complaints Reporting Procedure from time to time. Changes will be posted on the Website and become effective immediately.
- Contact Information
For questions regarding this procedure, please contact us at [email protected].