COMPLAINT HANDLING PROCESS
At Xyleum, we are committed to efficiently managing and resolving complaints. Below is an outline of our complaint handling procedure:
Complaint Receipt: Upon receiving a complaint, Xyleum will acknowledge it within seven days, confirming the issue has been logged and is under review.
Investigation and Resolution: A dedicated team will thoroughly investigate the complaint. We aim to provide a final resolution within 60 days of receipt.
Status Updates: If delays occur during the resolution process, our customer support team will keep you informed with timely updates.
Final Response: We strive to deliver a comprehensive response within 180 days, addressing your concerns and offering a clear resolution or explanation.
Delays and Communication: Should additional time be required, Xyleum will notify you via email with reasons for the delay and an updated timeline for resolution.
This process ensures that complaints are carefully reviewed and resolved within a reasonable timeframe.
VALID COMPLAINT REQUIREMENTS
To be considered valid, complaints must include the following details:
- Full name of the client
- Relevant transaction numbers, if applicable
- Trading account number
- Date and time when the issue occurred
- Detailed description of the problem
- Any additional information that may assist in resolving the issue
COMPLAINT PROCEDURE
Please note: Complaints containing unjustified offensive language toward Xyleum or its staff may be disregarded. All complaints must be submitted in writing and addressed directly to our support team. If you are not satisfied with the response from Customer Support, you may:
- Request that the complaint be escalated to the Compliance Department
- Escalate the complaint directly to the Compliance Department
The Compliance Department will conduct an impartial review. Both Support and Compliance teams will work together to assist you by reviewing your account, trading activity, and relevant information to ensure the complaint is valid and justified.
Both departments commit to:
- Responding to client inquiries within seven working days
- Resolving complaints promptly and fairly
- Maintaining confidentiality in all complaint communications
FOR INQUIRIES: Please contact our support department if you have any questions about this procedure.
QUERIES
A query is any dissatisfaction related to your account or trading activity with Xyleum. Queries can be submitted to the Support Department via email, live chat, or phone. The Customer Support team will assess your query to determine if it can be resolved immediately or requires further investigation. If immediate resolution is not possible, Xyleum will aim to resolve the issue within two business days. If you remain unsatisfied, please follow the escalation procedures detailed on Xyleum.io.
ADDITIONAL INFORMATION
Different rules may apply to clients who are trusts or legal entities. Always refer to your unique Customer Satisfaction Number provided in acknowledgment or official communication from Xyleum.