Complaints Procedure

Our Commitment to You

At GTF-GROUP, we strive to provide excellent service to all our customers. However, we understand that sometimes things may go wrong. When they do, we want to hear from you so we can put things right and improve our services.

This procedure outlines how to make a complaint and what you can expect from us during the process.

How to Make a Complaint

You can lodge a complaint through any of the following channels:

Email

complaints@gtf-group.xyz

We aim to acknowledge receipt within 24 hours

Phone

+33 1 XX XX XX XX

Monday-Friday: 9:00-18:00 CET

Online Form

Via your online banking portal

Available 24/7 for registered users

Post

GTF-GROUP Complaints Department
123 Main Street
98000 Paris, France

What to Include in Your Complaint

To help us investigate your complaint effectively, please provide:

Your full name and contact details
Your account number (if applicable)
A clear description of your complaint
What went wrong and when it happened
How you would like us to resolve the issue
Any relevant documentation or correspondence

Our Complaints Process

Acknowledgement

We will acknowledge your complaint within 24 hours of receipt and provide you with a reference number.

Investigation

We will thoroughly investigate your complaint, which may include:

Reviewing your account history
Listening to call recordings
Speaking with relevant staff members
Examining relevant policies and procedures

Resolution

We aim to resolve all complaints within 15 business days. If we need more time, we will keep you informed of our progress.

Final Response

We will send you a detailed written response explaining:

The outcome of our investigation
Any action we have taken or will take
Your rights if you remain dissatisfied

Response Timeframes

Type of Complaint	Target Resolution Time
Simple queries	5 business days
Standard complaints	15 business days
Complex complaints	35 business days
Exceptional circumstances	60 business days*

* We will inform you if we need extended time and explain why

If You're Not Satisfied

If you are not satisfied with our response, you have the right to escalate your complaint to:

Financial Ombudsman

You can contact the Financial Ombudsman if:

We have sent you our final response and you remain dissatisfied
More than 60 days have passed since you lodged your complaint

Contact Details:
Website: www.financial-ombudsman.eu
Email: contact@financial-ombudsman.eu
Phone: +33 800 XXX XXX

Your Rights

To be treated fairly and with respect throughout the process
To receive clear information about our complaints process
To have your complaint handled confidentially
To receive a written response to your complaint
To escalate your complaint if you are not satisfied

Our Promise to You

We will handle your complaint fairly, impartially and promptly
We will keep you informed throughout the process
We will learn from complaints to improve our services
We will not charge you for making a complaint

Complaints Department Contact

Head of Complaints
Email: complaints@gtf-group.xyz
Phone: +33 1 XX XX XX XX
Address: GTF-GROUP Complaints Department, 123 Main Street, 98000 Paris, France

Office Hours:
Monday - Friday: 9:00 - 18:00 CET
Closed on weekends and public holidays

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