Complaints Procedure
This placeholder describes the intended complaints-handling process for genvris clients and partners. Contact channels and escalation bodies will be announced once confirmed.
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Last updatedTo Be Announced
This placeholder describes the intended complaints-handling process for genvris clients and partners. Contact channels and escalation bodies will be announced once confirmed.
Scope
This procedure covers complaints about services, platforms, partner conduct and staff behaviour.
It applies to clients and to partners in their dealings with the company.
How to submit a complaint
Complaint channels — email, phone or a portal form — will be published once confirmed by the company.
A complaint should include your name, account or partner reference, and a clear description of the issue.
Acknowledgement and investigation
Complaints are expected to be acknowledged promptly upon receipt.
Each complaint will be investigated impartially by a person not involved in the subject matter.
Outcomes and remedies
The company aims to provide a reasoned outcome and, where appropriate, a remedy.
Response-time targets will be published once operations begin.
Escalation
If you are not satisfied with the outcome, an escalation route — including any applicable external dispute-resolution body — will be announced.
The availability of external escalation depends on the confirmed regulatory status.
Record-keeping
Complaints and their resolutions will be recorded and reviewed to improve services.
Records will be retained in line with applicable requirements.