Complaints Policy

Complaints Policy

At Duhani Capital, we are committed to delivering exceptional service and ensuring client satisfaction. However, if you experience any issues, we have established a transparent and structured complaints procedure to address your concerns promptly and fairly.

1. Purpose and Scope

This Complaints Policy aims to:

• Provide a clear and accessible process for submitting complaints.

• Ensure timely, fair, and effective resolution of client concerns.

• Enhance our services through continuous feedback and process improvements.

This policy applies to all clients using Duhani Capital’s services and ensures a consistent approach to handling complaints.

2. How to Submit a Complaint

Step 1: Contact Customer Support

Clients should initially reach out to our support team via:

• Email: support@duhanicapital.com

• Live chat on our official website

To facilitate a swift resolution, please provide:

• Your full name and account details

• A clear description of the issue, including relevant dates

• Any supporting documentation

Step 2: Complaint Acknowledgment

Upon receiving your complaint, we will acknowledge receipt within two (2) business days, confirming that the matter is under review.

Step 3: Investigation

Our team will conduct a thorough investigation, considering all relevant details. If further information is needed, we will contact you promptly.

Step 4: Resolution

A formal response will be provided within seven (7) business days of receiving your complaint. If additional time is required, we will inform you of the delay and provide an updated timeline.

3. Escalation Process

If you are not satisfied with the initial resolution:

• You may escalate your complaint to our Compliance Department at support@duhanicapital.com.

• If the issue remains unresolved, you may seek independent arbitration as per our Client Agreement.

4. Record-Keeping & Compliance

• All complaints and resolutions are documented and reviewed periodically to improve our service quality.

• Records are retained for a minimum of seven (7) years, in compliance with regulatory requirements.

5. Monitoring & Continuous Improvement

Duhani Capital values client feedback and uses complaint data to refine our processes. Regular reviews help us identify trends, address recurring issues, and enhance overall client satisfaction.

6. Contact Information

For any inquiries regarding this policy or to submit a complaint, please contact us at support@duhanicapital.com.