We regard a complaint as an expression of dissatisfaction about our organization, our staff, and our product and services. A complaint can be received verbally, by phone, by email or in writing.
Our policy is to provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint. Investor or trader should know the existence of our complaint procedure so that they know how to contact us to make a complaint. To make sure all complaints are investigated fairly and in a timely way. All complaint information will be handled sensitively, telling only those who need to know.
The person who receives an email/written/phone or in person complaint should:
Write down the facts of the complaint. Take the complainant’s name, address and telephone number and tell the complainant what will happen next and how long it will take.
Stage 1 : Any clients having a complaint regarding any service or any staff shall inform their respective executives in writing. The client is also advised to send a copy of the same mail at info@kraftmoney.com. An acknowledgment will confirm who is dealing with the complaint and when the complainant can expect a reply, a maximum of 7 working days will be taken to resolve the issue.
Stage 2 : If the complainant feels that the problem has not been satisfactorily resolved at Stage One complainant can approach directly to our compliance officer at compliance@kraftmoney.com OR +91-92626 71710. An acknowledgment will confirm when the complainant can expect a reply; a maximum of 15 working days will be taken to resolve the issue. At this stage, the compliance officer may ask the complainant to share the required document to investigate the issue.