Complaints Management Policy

This Complaints Management policy (“Policy”) is a framework for ensuring prompt and efficient management of complaints which are brought to the notice of Graph (hereinafter referred to as “Graph”, “we”, “our”, and “us”) against us, our partners, and employees.

The policy intends to improve our service delivery by enabling us to identify and monitor areas of concern.This policy establishes the procedures that we will follow to receive, investigate, and resolve complaints from customers or other stakeholders.

A complaint is any expression of dissatisfaction made to, or about our products, services, staff, policies, or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required. Complaints can be made verbally, in writing, or electronically.

1. What kinds of complaints are handled by this policy?

   This policy manages the complaints concerning customer/user complaints, including complaints that may require formal or informal feedback, concerns, statements, and points of disagreement or dispute; Complaints by competitors in the industry; Complaints through regulators; and Complaints in the form of accounting fraud or fraudulent exchanges. We will deploy adequate resources towards the effective and efficient complaints-handling process which will include strict adherence to the complaints-handling policy.

2. What kinds of complaints are not handled by this policy?

   This policy does not manage complaints concerning issues that are subject or in arbitration, matters outside the purview of the business of Graph, and complaints that do not require intervention or resolution by us.

Customers or other stakeholders can submit complaints to us in the following ways:

• By sending an email to info@graph.finance
• By using the website's contact form

When Customers or other stakeholders make a complaint, please include the following details;

1. Name of the complainant
2. Address of the complainant
3. Contact information such as email address and phone number;
4. Summary of the complaint
5. Documents to support the complaint
6. Alternative contact information
7. Alternative contact information
8. Signature
9. Date

When we receive a complaint, it will follow the following steps:

1. Acknowledge the complaint: We will acknowledge the complaint immediately we receive it.
2. Investigate the complaint: We will investigate the complaint to determine the root cause of the problem. We analyze the complaint when received and consider ways to address the complaint effectively to help inform continuous quality improvement initiatives.
3. Resolve the complaint: We will work with the customer to resolve the complaint in a fair and timely manner. While it might not be possible to set a specified time limit given the diverse nature of complaints, we strive to resolve all complaints promptly.
4. Communicate with the customer: We will keep the customer informed of the status of the complaint and will provide updates on the resolution process.

Who Can I Contact Regarding Data Protection Issues?

We have designated a Data Protection Officer to assist with data privacy and data protection issues. You may contact him or her by emailing info@graph.finance and addressing your questions or concerns to the Data Protection Officer.

We will strive to respond to all complaints within 7-10 business days of receiving them. However, the timeframe for responding to a complaint may vary depending on the complexity of the issue.

If a customer is not satisfied with the resolution of their complaint, they may appeal the decision by contacting our customer support by sending an email to operations@graph.finance or call +1 (346) 583-0381.

1. Annual Review:

   The Complaints Management Policy shall undergo an annual review to ensure its continued relevance, effectiveness, and alignment with the organization's objectives. The review process will be conducted by the Legal and Compliance Team.

2. Regulatory Changes:

   The Complaints Management Policy will be subject to immediate review and, if necessary, revision in response to any changes in applicable laws, regulations, or guidelines governing complaints management. This includes, but is not limited to, updates to consumer protection laws, financial regulations, or any other relevant regulatory framework.

3. Communication of Changes:

   In the event of any modifications to the Complaints Management Policy following the annual review or due to regulatory changes, employees, stakeholders, and relevant parties will be promptly informed of such updates. Communication channels may include internal memos, training sessions, or other suitable means to ensure awareness and understanding of the revised policy.

4. Approval and Documentation:

   The revised Complaints Management Policy, whether updated annually or in response to regulatory changes, will be subject to approval by the Management Team. Approved versions of the policy, along with the date of approval and details of any changes made, will be appropriately documented and made accessible to all relevant parties.

We will track all complaints received and will generate reports on a quarterly basis. These reports will be used to identify trends and to improve the complaint management process.

1. Regular Compliance Training:

   The organization recognizes the critical role of well-informed staff in maintaining effective compliance. To ensure that staff members stay abreast of regulatory updates and adhere to compliance protocols, regular compliance training sessions will be conducted at least once every two quarters.

2. Onboarding Compliance Training for New Staff:

   All new staff members shall undergo comprehensive compliance training as part of their onboarding process. These sessions will cover essential aspects of the organization's Complaints Management Policy, relevant industry regulations, and specific job-related compliance responsibilities.

3. Training Content:

   The content of the training sessions will encompass updates to applicable laws and regulations, changes in the organization's compliance policies, and case studies to reinforce understanding. Additionally, new staff will receive in-depth training on the organization's commitment to ethical practices and compliance culture.

4. Scheduling and Coordination:

   The Compliance Department, in collaboration with Human Resources, will be responsible for scheduling and coordinating the training sessions. Notice of upcoming sessions will be provided in advance to ensure maximum staff participation.

5. Documentation and Tracking:

   Attendance and completion of compliance training sessions, including onboarding sessions, will be diligently documented. A comprehensive record of staff compliance training will be maintained to demonstrate adherence to regulatory requirements.

We are committed to providing excellent customer service. We understand that complaints can be frustrating, and we will do our best to resolve them quickly and fairly. We appreciate your feedback and we use it to improve our products, services, and policies.

If you have any questions about this policy or if you would like to submit a complaint, please contact our customer support by sending an email to; info@graph.finance or calling +1 (346) 583-0381.