Complaints

‍
At Tex Capital, we are committed to providing the best possible service to our users. If you have any concerns, issues, or complaints, we encourage you to bring them to our attention. This Complaints Policy outlines the procedures for handling and resolving complaints.

‍1. How to Lodge a Complaint

‍a. Contact: You can submit a complaint by contacting our customer support team.

b. Information Required: When lodging a complaint, please provide your name, contact information, a detailed description of the issue, and any relevant supporting documentation.

‍2. Acknowledgment of Complaint

‍a. Timely Acknowledgment: We will acknowledge your complaint promptly, typically within [X] business days, to confirm that we have received it.

b. Reference Number: We will assign a reference number to your complaint for easy tracking.

‍3. Investigation and Resolution

‍a. Investigation: We will thoroughly investigate your complaint, considering all relevant information and documentation.

b. Resolution: We aim to resolve complaints in a timely manner. We will keep you informed of the progress and expected resolution timeframe.

‍4. Communication

‍a. Updates: We will provide regular updates on the status of your complaint and any steps taken towards resolution.

b. Resolution Outcome: Once the investigation is complete, we will communicate the outcome to you, including any actions taken or proposed remedies.

‍5. Escalation
‍
‍a. Unsatisfied with Resolution: If you are not satisfied with the resolution, you may request your complaint to be escalated to a higher level of management.

b. External Dispute Resolution: If your complaint remains unresolved, you may have the option to seek external dispute resolution through [relevant regulatory body or ombudsman service].

‍6. Confidentiality

‍a. Privacy: We will treat all complaints with the utmost confidentiality, sharing information only with individuals directly involved in the resolution process.

‍7. Continuous Improvement

‍a. Feedback:

We welcome feedback on our complaints handling process and use it to continuously improve our services.