At RockGlobal (referred to as the "Company"), we strive to deliver outstanding service to all of our Clients.
To ensure that we can efficiently address any concerns that may arise, we have appointed a Compliance Officer. This individual will manage any complaints and work to prevent future issues.
For the purposes of this policy, a complaint is any objection or dissatisfaction expressed by a Client regarding the services provided by the Company. A complaint form is included at the end of this document.
The Compliance Officer will handle all Client complaints, except in situations where the complaint pertains to the Compliance Officer. In such cases, a Representative Officer will manage the complaint.
Once the Compliance Officer has received the complaint, the Client will receive a written acknowledgement within seven (7) business days.
We will aim to provide a final response within thirty (30) business days. However, if we are unable to resolve the issue by the end of the thirty (30) business day period, the Compliance Officer will inform the Client in writing of the reasons for the delay and provide an estimated timeframe for resolution.
A final response will be provided to the Client within sixty (60) business days of the initial complaint submission.
To ensure that complaints are resolved promptly, Clients should provide all relevant documents and information requested by the Compliance Officer. All records will be maintained in accordance with local regulations for a period of seven (7) years.
