Complaints Policy

Please provide comprehensive details about your complaint, including any relevant documents or evidence to support your claim.

Acknowledgment of Your Complaint

Upon receiving your complaint, we will acknowledge it within two business days, assigning you a contact person for your case. Should your complaint require more in-depth investigation or exceed ten working days to resolve, we'll keep you informed with periodic updates on our progress.

Investigation Process

We are committed to conducting a thorough investigation of your complaint to resolve it promptly. The outcome may vary based on the specific issue at hand, ranging from refunds, credits, replacements, or other appropriate solutions. Our response will detail the resolution and outline any necessary next steps.

We value your feedback on our handling of your complaint, as it is crucial for us to continuously improve our processes.

Resolution Timeline

Our goal is to resolve all complaints within 10 working days from their receipt. If this timeline cannot be met, we will reach out to explain the reason for the delay and set a new resolution deadline.

Escalation Procedure

Should you be dissatisfied with the proposed resolution, we encourage you to escalate your complaint. Please contact XXXX for a review of additional measures that can be taken to swiftly and fairly address your concerns, always ensuring confidentiality is maintained.

Record Maintenance

Your complaint and our response will be documented and retained for internal review for a minimum of six months after receipt. This process allows our management team to identify patterns and address any significant issues proactively. At Crypto Presale, we are dedicated to delivering exceptional service, making every effort to address and satisfactorily resolve our clients' issues without delay.