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Boursia AI is committed to providing high-quality services and, therefore, is dedicated to addressing the needs and concerns of its clients and resolving any complaints in a timely manner. This policy aims to guide our clients and staff on how we receive and manage complaints. We are committed to ensuring consistency, fairness, and impartiality in the handling of all complaints.
For the purposes of this policy, the term "complaint" refers to any expression and/or declaration of dissatisfaction addressed to Boursia AI by a client concerning the provision of services offered by Boursia AI.
The procedure followed by Boursia AI for handling a complaint is as follows:
Any client wishing to file a complaint is advised to address their complaint to Boursia AI by email at: support@boursiacapital.com.
The filing of a complaint is free of charge.
Upon receipt of a complaint, it is first processed by a Boursia AI staff member who immediately registers it in Boursia AI's internal register and assigns it a unique reference number.
We will take all necessary measures to ensure its appropriate handling by forwarding it to the relevant department and/or personnel within 5 working days. We will then inform you that your complaint has been forwarded to the relevant department/personnel, providing you with all necessary details so you know who is handling it.
Furthermore, Boursia AI employees make every effort to resolve non-formal complaints that can be addressed immediately. However, in such cases, the staff member must not:
Upon receiving a written complaint, we will record your name and contact details. We will also record all details of your complaint, including the facts and reasons for your complaint, its desired outcome, and the actions taken following the investigation.
We will also record all dates and times related to the actions taken to resolve the complaint and our communications with you. If you file a complaint, we will record your personal information solely for the purpose of processing your complaint. Your personal information will be actively protected against any disclosure, except with your express consent.
The facts giving rise to the complaint will be examined and evaluated by the competent Boursia AI department based on the information provided by the client. The facts stated by the client will be reviewed and verified with the managers of the relevant department, and any additional necessary information will be extracted from Boursia AI's records (email, computer data, etc.). During the investigation of the complaint, the Company will inform the complainant of the process for handling their complaint.
We are committed to resolving complaints upon first contact. However, this is not always possible, especially in cases where a more formal complaint procedure is followed.
Upon completion of the investigation, Boursia AI will prepare a report outlining the facts and making recommendations, which will be brought to the attention of management for a decision. Boursia AI will review the complaint and respond to the complainant, within one month, regarding the outcome/decision.
If Boursia AI is unable to respond within one month, it will inform the complainant of the reasons for the delay and the expected timeframe for completing the investigation. This timeframe cannot exceed 3 months from the date the complaint was filed.
If a complainant is not satisfied with Boursia AI's final response to their complaint, they reserve the right to escalate it to the competent authorities.
For any questions regarding this Complaints Policy or to file a complaint, you can contact us via:
📧 Email: support@boursiacapital.com