Complaints Procedure

1. Our Commitment

At Fiacore, we strive to provide excellent service. However, we understand that sometimes things don't go as expected. We take all complaints seriously and are committed to resolving them fairly, quickly, and effectively.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction about our service, whether justified or not. This includes concerns about:

• Service quality or availability
• Technical issues or bugs
• Data handling or privacy concerns
• Staff conduct or communication
• Billing or account issues
• Any other aspect of our service

3. How to Make a Complaint

Step 1: Contact Us

Choose the method that's most convenient for you:

Step 2: Include Key Information

To help us investigate quickly, please provide:

• Your name and registered email address
• A clear description of the issue
• When the issue occurred
• What outcome you're seeking
• Any relevant screenshots or documentation

4. Our Complaints Process

Stage 1: Acknowledgment (Within 2 Business Days)

• We will confirm receipt of your complaint
• You'll receive a unique reference number
• We'll provide the name of your case handler

Stage 2: Investigation (5-15 Business Days)

• Your case handler will review your complaint
• We may contact you for additional information
• We'll examine relevant records and evidence
• If we need more time, we'll let you know

Stage 3: Resolution

We will provide a written response including:

• A summary of your complaint
• The outcome of our investigation
• Any actions we're taking
• Information about escalation options if you're not satisfied

5. What If I'm Not Satisfied?

Internal Escalation

If you're not happy with the initial response, you can request an escalation review:

• Email escalations@fiacore.com within 14 days of receiving our response
• A senior team member will review your case
• We'll provide a final response within 10 business days

External Options

If you remain dissatisfied after our internal process, you may contact:

6. Complaint Response Times

7. How We Learn from Complaints

Every complaint helps us improve. We:

• Track all complaints and their outcomes
• Identify patterns and common issues
• Use feedback to improve our service
• Report on complaint trends to our leadership team

8. Vulnerable Customers

We're committed to supporting customers who may be vulnerable due to personal circumstances. If you need additional support during the complaints process, please let us know and we will:

• Provide extra time for responses
• Offer alternative communication methods
• Assign a dedicated case handler
• Signpost to relevant support organizations

9. Contact Us