At XproTech Ltd (“Company,” “we,” “us,” or “our”), we strive to provide the highest level of service to our clients. We value your feedback and take any complaints seriously. This Complaint Policy outlines the procedure for handling and resolving complaints regarding our services. If you have a complaint, please follow the process described below.
1. Submission of Complaint
1.1 Channels for Complaint Submission:
Complaints can be submitted in writing via email or postal mail to the following addresses:
Email: contact@xprotechltd.com or
Postal Address: XproTech Ltd, Agias Fylaxeos 88, Zavos City Center, Block 2, 3025, Limassol, Cyprus
1.2 Required Information:
When submitting a complaint, please provide the following details:
- Your full name and contact information
- Description of the complaint, including relevant dates and details
- Supporting documentation, if applicable
2. Complaint Handling Process
2.1 Acknowledgment:
Upon receiving your complaint, we will acknowledge receipt within 2 days and provide you with a unique reference number for tracking purposes.
2.2 Investigation:
We will initiate an investigation into your complaint, which may involve reviewing relevant records, communicating with the individuals involved, and gathering additional information as necessary.
2.3 Communication:
We will keep you informed about the progress of the investigation and provide updates on the status of your complaint at regular intervals.
2.4 Resolution:
Once the investigation is complete, we will propose a resolution to address your complaint. This may include corrective actions, compensatory measures, or any other appropriate resolution deemed necessary in accordance with our findings.
3. Escalation
3.1 Unsatisfactory Resolution:
If you are not satisfied with the proposed resolution, you may request further review or escalate the complaint. In such cases, please provide a clear explanation of why the proposed resolution is unsatisfactory and any alternative solutions you suggest.
3.2 Senior Management Review:
Your complaint will be escalated to senior management for a thorough review. We will conduct a comprehensive assessment and provide a final response within a reasonable timeframe.
3.3 Refund Processing:
Once a refund option is agreed upon, we will process the refund within 14 days from the date of acceptance. The refund will be issued through the original payment method used for the transaction, unless otherwise agreed upon.
4. Confidentiality
4.1 Confidentiality of Complaints:
We treat all complaints with strict confidentiality. Your personal information and the details of your complaint will be shared only with individuals directly involved in the complaint resolution process.
5. Feedback and Follow-Up
5.1 Feedback:
We encourage you to provide feedback on our complaint handling process. Your insights will help us improve our services and address any areas for enhancement.
5.2 Follow-Up:
Following the resolution of your complaint, we may reach out to you for feedback on the effectiveness of the resolution and to ensure your satisfaction.
5. Contact Us
If you have any questions or require assistance with submitting a complaint, please contact us using the following details:
Email: contact@xprotechltd.com or
Postal Address: XproTech Ltd, Agias Fylaxeos 88, Zavos City Center, Block 2, 3025, Limassol, Cyprus
We appreciate your feedback and are committed to addressing your concerns in a fair and timely manner.
01/06/2023 – v1.1