Quoox Ltd. is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels from the Directors down. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.
As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.
We want to resolve your complaints as soon as possible. Please call our customer service and we’ll do our best to fix any problems you may be having with our service, as soon as possible.
Handling Your Complaint
If you have a complaint regarding any aspect of your account or dealings with Quoox Ltd., we urge you to submit your grievance via the help desk system in the first instance. Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us.
If you like, you can appoint an authorised representative or an advocate to interact with us on your behalf. When you discuss your complaint with us, we can assist you to clarify and formulate the complaint.
You can also make a complaint by using any of the other contact methods on our website, or please ask us if there is any other method you would like to use to send a complaint to us.
Complaints made to the company are overseen by our customer service management. After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 15 Business Days, or longer (in which case we will update you with a reason for the delay and the expected timeframe).
If you are not satisfied with the response tendered to you, you may ask Customer Service Management to escalate your complaint to senior management directly. If so, we will try to make a senior management representative available to address the complaint as soon as possible (depending on availability).
When your complaint is resolved, we will confirm this with you within 10 business days.