{"id":8764,"date":"2023-02-21T13:31:18","date_gmt":"2023-02-21T13:31:18","guid":{"rendered":"https:\/\/xcoins.com\/?page_id=8764"},"modified":"2024-09-25T10:30:37","modified_gmt":"2024-09-25T10:30:37","slug":"complaints-policy","status":"publish","type":"page","link":"https:\/\/xcoins.com\/en\/complaints-policy\/","title":{"rendered":"Complaints Handling Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"8764\" class=\"elementor elementor-8764\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0e36e72 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0e36e72\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ab35b22\" data-id=\"ab35b22\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-371f812 elementor-widget elementor-widget-text-editor\" data-id=\"371f812\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 08-05-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<h1 style=\"text-align: center;\">Complaints Handling <span class=\"fake\">Procedure<\/span><\/h1>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8319891 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8319891\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-aa5f386\" data-id=\"aa5f386\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-10fefe7 elementor-widget elementor-widget-text-editor\" data-id=\"10fefe7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"page\" title=\"Page 3\"><div class=\"layoutArea\"><div class=\"column\"><p>Xcoins (under CF Technologies Limited) is committed to delivering high-quality services and welcomes customer feedback on its products, services, performance and staff as a means of monitoring and improving service delivery to customers, as well as enhancing organisational effectiveness and efficiency.<\/p><p>Xcoins (under CF Technologies Limited) is also committed to ensuring that all customer complaints are managed in a responsive, efficient, effective and fair manner. All complaints will be treated with respect and will receive a professional level of service throughout the complaint management process.<\/p><p><strong>1. How to File a Complaint<\/strong><\/p><p>You can file a complaint free of charge by following the below steps:<\/p><ol><li><strong>Online Form:<\/strong> Download and fill in the form <a href=\"http:\/\/xcoins.com\/wp-content\/uploads\/2024\/09\/Complaints-Handling-Procedure-Form1.pdf\" target=\"_blank\" rel=\"noopener\">available here.<\/a><\/li><li>You can choose to send this complaint form either via<\/li><\/ol><p><strong>a. Email:<\/strong> Send your complaint via email to complaints@xcoins.com. Please include all relevant details such as your name, contact information, and a description of the issue.<\/p><p>Or<\/p><p><strong>b. Mail:<\/strong> You can also choose to send your complaint by post. Please mail it to the following address: CF Technologies Limited, Progetta House, Level 0, 62-64, Triq it-Torri, Swatar, Birkirkara BKR 4011, Malta. Ensure that your letter includes all necessary information for us to assist you efficiently.<\/p><p><strong>2. Complaint Details Required<\/strong><\/p><p>To help us address your complaint promptly, please include the following information:<\/p><p>\u2022 Your full name and contact details.<\/p><p>\u2022 A detailed description of your complaint, including any relevant dates and transaction details.<\/p><p>\u2022 Any supporting documents or evidence that may assist in resolving your complaint.<\/p><p><strong>3. Acknowledgment of Complaint<\/strong><\/p><p>Upon receiving your complaint, we will send you an acknowledgement within 2 business days. This acknowledgement will include:<\/p><ul><li><p>A unique reference number for your complaint.<\/p><\/li><li><p>The name and contact details of the person handling your complaint.<\/p><\/li><\/ul><p><strong>4. Investigation and Response<\/strong><\/p><p>Our team will conduct a thorough investigation of your complaint. We aim to complete this process within 15 days from the date of receipt of your complaint. If we require more time, we will keep you informed of the progress and the reasons for any delay.<\/p><p><strong>5. Outcome and Resolution<\/strong><\/p><div class=\"page\" title=\"Page 4\"><div class=\"layoutArea\"><div class=\"column\"><p>Once our investigation is complete, we will communicate our findings and proposed resolution to you in writing. We will explain the reasoning behind our decision and any actions we will take to address your complaint.<\/p><p><strong>6. Record Keeping<\/strong><\/p><p>We maintain a record of all complaints received and the measures taken in response. This helps us to continually improve our services and ensures that similar issues do not arise in the future.<\/p><p><strong>7. Further Recourse<\/strong><\/p><p>If you are not satisfied with our response, you may have the option to escalate your complaint to Arbiter for Financial Services, N\/S in Regional Road, Msida, MSD 1920, Malta. We will provide you with the necessary details should this step be required.<\/p><\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Complaints Handling Procedure Xcoins (under CF Technologies Limited) is committed to delivering high-quality services and welcomes customer feedback on its [&hellip;]<\/p>\n","protected":false},"author":17,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-8764","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.1 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Complaints Policy I Xcoins<\/title>\n<meta name=\"description\" content=\"Xcoins&#039; complaints handling policy and procedures. 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