At Findsparkonline, we value our users and are committed to ensuring a positive and reliable experience on our platform. We understand that concerns or complaints may arise, and we aim to address them promptly, fairly, and effectively. This Complaint Policy outlines how users can submit complaints and how we handle them.
1. Customer Support
We have a dedicated support team available to assist users with any issues or concerns related to our platform.
Our team handles all inquiries with professionalism, confidentiality, and impartiality.
If users experience any problems or have questions, they are encouraged to reach out to our support team for assistance.
2. Submitting a Complaint
Users can submit complaints by contacting us at:
complaints@findsparkonline.com
3. Information to Include in the Complaint
To ensure a smooth and efficient investigation, users are requested to provide:
- Full name and email address
- A clear description of the issue, including relevant details (date, time, nature of the problem)
- Any supporting documents, screenshots, or additional evidence (if applicable)
4. Acknowledgment of Complaint
Once a complaint is received, we will acknowledge it within 24 hours via email.
5. Investigation and Resolution
We will conduct a thorough investigation into each complaint to determine the cause and identify the appropriate resolution.
- Our goal is to resolve complaints within 7 business days
- Complex cases may require additional time, but users will be kept informed throughout the process
6. Feedback and Follow-Up
After the complaint is resolved, we will provide:
- A summary of the investigation
- Actions taken to address the issue
We may also request feedback from users to help improve our services.
7. Escalation Process
If a user is not satisfied with the initial resolution:
- They may request an escalation
- The case will be reviewed by a different team or individual not involved in the first review
- A final response will be provided within a reasonable timeframe