1. Purpose

Cork Veste Investments Limited (“we,” “us,” or “our”) is committed to providing high-quality services to all our clients. This Complaints Policy is designed to ensure that any dissatisfaction or concerns are handled promptly, fairly, and consistently. We value feedback as it helps us to continuously improve our services.

2. Scope

This policy applies to all complaints received from clients, partners, or any stakeholders regarding our services, products, or the conduct of our employees. It covers complaints made via any communication channel, including in person, by phone, email, or through our website.

3. Definition of a Complaint

A complaint is any expression of dissatisfaction by a client or stakeholder regarding our services, products, or the actions of our employees that requires a response or resolution.

4. Complaints Handling Process

Step 1: Lodging a Complaint

  • How to Complain: Complaints can be made verbally (in person or by phone) or in writing (via email, letter, or our web portal).
  • Information Required: Complainants should provide their full name, contact information, details of the complaint, and any relevant supporting documentation.

Step 2: Acknowledgment

  • We will acknowledge receipt of the complaint within 2 business days. This acknowledgment will include an outline of our complaints process and the expected timeframe for a resolution.

Step 3: Investigation

  • The complaint will be thoroughly investigated by the relevant department or manager. During the investigation, we may contact the complainant for further information or clarification.
  • We aim to resolve most complaints within 10 business days. If more time is needed, we will keep the complainant informed of the progress and provide an updated timeline.

Step 4: Resolution

  • After investigating the complaint, we will provide a written response outlining our findings, any actions we have taken or plan to take, and our final decision.
  • If the complainant is satisfied with the resolution, the complaint will be closed.

Step 5: Escalation

  • If the complainant is not satisfied with the initial response, they may request further review by a senior manager. This review will be conducted independently, and a final decision will be communicated within 10 business days.
  • If the complainant remains dissatisfied after the internal review, they may refer the complaint to an external body, such as a regulatory authority or ombudsman.

5. Confidentiality

All complaints will be handled with the utmost confidentiality. Personal information will only be shared with individuals directly involved in resolving the complaint or as required by law.

6. Record Keeping

We will maintain a record of all complaints, including the nature of the complaint, investigation findings, and the outcome. These records will be reviewed periodically to identify any trends or areas for improvement.

7. Continuous Improvement

Feedback from complaints is crucial to our ongoing commitment to improving our services. We will regularly analyze complaint data to identify areas for improvement and take corrective actions where necessary.

8. Client Feedback

We welcome all feedback, positive or negative, as it helps us enhance our service delivery. Clients can provide feedback at any time by contacting our customer service team.

9. Contact Information

If you have any complaints or feedback, please contact us: complaints@corkveste.com

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Email:   hello@corkveste.com

Support@corkveste.com