Complaints Policy

Effective Date: July 5, 2024

How to Make a Complaint

At Cowries Money Financial Services Ltd ("Cowries Money"), we are dedicated to delivering the highest quality of service to our customers. However, if you find yourself dissatisfied with our service, we have established a comprehensive complaints policy to address your concerns.

Submitting a Complaint

To lodge a complaint, kindly email us at complaints@Cowries Money.com. In your email, provide as much detail as possible about your complaint, including your name, contact information, and relevant transaction details.

Acknowledgement of Complaint

Upon receiving your complaint, we will promptly acknowledge it within 24 hours. Our acknowledgment will include the name of the person responsible for handling your complaint, the expected timeframe for resolution, and any additional information we may require from you.

Investigation and Resolution of Complaint

We will conduct a thorough investigation into your complaint and provide you with a response within 3 to 5 working days, depending on the complexity of the issue. In certain instances, we may achieve a resolution within 24 hours. If, however, we are unable to resolve your complaint within the initial timeframe, we will keep you updated on our progress and provide an estimated timeframe for resolution.

Escalation of Complaint

Should you remain dissatisfied with the resolution provided, you have the option to request the escalation of your complaint to a higher level of management. We will furnish you with the contact details of the relevant individual for the escalation of your complaint.

Final Response

Our commitment to you extends to providing a final response to your complaint within 8 weeks of its receipt. In cases where we are unable to adhere to this timeframe, we will promptly notify you of the reason for the delay and provide an expected timeframe for resolution.

Independent Review

If you remain unsatisfied with our final response, you may have the opportunity to refer your complaint to an independent review service. We will furnish you with the details of the applicable independent review service, should this option be available.

Record Keeping

Cowries Money will maintain a comprehensive record of your complaint and our response for a period of 5 years. This record will serve as a valuable tool for monitoring and enhancing our service.

At Cowries Money, we take your complaints seriously and are committed to resolving them swiftly and efficiently. If you have any inquiries about our complaints policy, please do not hesitate to contact us at complaints@Cowries Money.com.

Last Updated: June 16, 2024.

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