Africhange LTD Complaint Policy

Objective of the Policy

Africhange LTD seeks to maintain and enhance our reputation of providing you with high quality products and services. We value complaints as they assist us in improving our products, services and customer service.

Africhange LTD is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.

This policy has been designed to provide guidance to both our customers and staff on the manner in which Africhange LTD receives and manages your complaint. We are committed to being consistent, fair and impartial when handling your complaint.

The objective of this policy is to ensure: You are aware of our complaint lodgment and handling processes, Both you and our staff understand our complaints handling process, Your complaint is investigated impartially with a balanced view of all information or evidence, We take reasonable steps to actively protect your personal information, Your complaint is considered on its merits taking into account individual circumstances and needs.

Definitions of a Complaint

In this policy a complaint means an expression of dissatisfaction by a customer relating to money transfer service provided by us.

How a Complaint can be made

If you are dissatisfied with our service, you can lodge a complaint with us in one of the following ways:
Chat with us directly using Live Chat on our website
Chat with us on WhatsApp at +18255252855
Sending a DM to any of our social media accounts
By calling us on; +18255091976
By writing to us at: 10665 Jasper Avenue, 14th Floor, Edmonton, AB, T5J 3S9, Canada.
By emailing us at: [email protected]
If we receive your complaint verbally and we think it’s not clear enough, we may ask you to put your complaint in writing.

The information you will need to send us

When we are investigating your complaint, we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary.

To help us investigate your complaint quickly and efficiently we will ask you for the following information: Your name and contact details, The nature of the complaint, Details of any steps you have already taken to resolve the complaint, Details of correspondence you may have had with us that may be relevant to your complaint, Copies of any documentation e.g., bank statements which support your complaint.

Recording Complaints

When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.

As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification/remedial action taken to mitigate any identified issues.

If you lodge a complaint, we will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure unless you expressly consent to its disclosure.

Where a third party such as your card issuer is involved, we may be required to speak with them to fully investigate your complaint.

Feedback to customers

Africhange LTD is committed to resolving your issues at the first point of contact, however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.

We will acknowledge receipt of your complaint within two (2) business days. Once your complaint has been received, we will undertake an initial review of your complaint.

There may be circumstances during the initial review or investigation of your complaint where we may need to clarify certain aspects of your complaint or request additional documentation from you. In such circumstances we will explain the purpose of seeking clarification or additional documentation and provide you with feedback on the status of your complaint at that time.

We are committed to resolving your complaint within 7 business days of you lodging your complaint, however, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within 10 business days, we will inform you of the reason for the delay and specify a date when we will be able to finalize your complaint.

During the initial review or investigation stage we may need to seek further clarification or documentation from you to assist us in resolving your complaint. If we have sought clarification or additional documentation from you and we are waiting on you to provide this information, we may not be able to meet our 7-business day finalization commitment. In such circumstances upon receipt of your clarification or additional documentation we will indicate to you when we expect to be able to finalize your complaint.

Once we have finalized your complaint, we will advise you of our findings and any action we have taken. We will do this in writing, unless it has been mutually agreed that we can provide it to you verbally. You have the right to make enquiries about the status of your complaint at any time by contacting us.

Our Complaint process

We acknowledge: Within a business day of receiving your complaint we will acknowledge receipt of your complaint.

We review: We undertake an initial review of your complaint and determine what additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary.

We investigate: Within 7 business days of receiving your complaint we will investigate your complaint objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us and any other information which may be available that could assist us in investigating your complaint.

We respond: Following our investigation, we will notify you of our findings and action that we may have taken towards resolving your complaint.

We take action:
Where appropriate we amend our business practices or policies.

We record: We will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation

Regulatory or Product Specific Complaints
For certain types of complaints, there are specific procedures required by regulation. It is the policy of Africhange to follow procedures listed in each regulation with respect to complaints in such areas.

Reporting
Africhange prepares an analysis of complaint trends, which are shared with higher leadership on a monthly basis.

Record Retention
Africhange requires that complaint data is to be kept for a period of 7 years following the date of the complaint resolution.

How we handle Abusive/Rude Customers
We are committed to being accessible and responsive to all people who approach us with feedback or complaints. At the same time our success depends on:

• Our ability to do our work and perform our functions in the most effective and efficient way possible
• The physical and mental health, safety and security of every team member, and
• Our ability to allocate our resources fairly across all the complaints we receive.

When people behave unreasonably in their dealings with us, their conduct can significantly affect the progress and efficiency of our work. As a result, we will take proactive and decisive action to manage any conduct that negatively and unreasonably affects us and will support our staff to do the same in accordance with this policy.

If any staff is faced with such a scenario, they maintain professionalism and try to work toward a resolution. They will talk in a professional manner during any exchange with a customer and will not return an abuse or insults to any customer

• They will ask the abusive customer to calm down in a respectful manner and explain that they are there to help. The staff will also explain that it's going to be more difficult to resolve the issue while tempers are flared and that they may have to end the conversation if customer continue.
• If continued, the Africhange staff will have to end the conversation while encouraging the customer to reach out again when they are calmer.
• Issue will be escalated to higher management.

When you Complain about one of our Employees

If you complain about a member of our staff, we will treat your complaint confidentially, impartially, and equally (giving equal treatment to all parties). We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant parties and verifying explanations where possible.

• We will also treat our staff member objectively by:
• Informing them of any complaint about their performance,
• Providing them with an opportunity to explain the circumstances,
• Providing them with appropriate support,
• Updating them on the complaint investigation and the result..

Complaints under Investigationby a Regulator or Law Enforcement agency

If your complaint is currently being investigated by a regulator FCA, HMRC, ICO or law enforcement agency, we may cease to take further action in relation to your complaint pending finalization of their investigation. We will assist any agency with their investigations.

Escalating your Complaint

Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings.