Introduction

Bitquack is committed to providing a high-quality service to all users. We take complaints seriously and aim to resolve them promptly and fairly. This Complaints Procedure outlines the steps you can take to submit a complaint and how Bitquack will handle it.

Submitting a Complaint

If you have a complaint about the Bitquack platform (“Platform”) or any of our services, please follow these steps:

1. Contact Customer Support

• Email: Send your complaint to support@bitquack.com.
• In-App Support: Use the support feature within the Bitquack app to submit your complaint.
• Post: Send a written complaint to our registered address: [Bitquack’s Registered Address].

2. Provide Details:
   
   When submitting your complaint, please include the following information:

• Your full name and contact details.
• Your account details (if applicable).
• A detailed description of your complaint.
• Any relevant documentation or evidence (e.g., transaction IDs, screenshots).

Acknowledgment of Complaint

Acknowledgment: Bitquack will acknowledge receipt of your complaint within [X] business days.
Reference Number: You will receive a unique reference number for your complaint. Please use this number in all future correspondence regarding your complaint.

Investigation and Resolution

Initial Assessment: Bitquack will conduct an initial assessment of your complaint to determine the appropriate course of action.
Investigation: A dedicated complaints officer will investigate your complaint. This may involve reviewing account activity, transaction records, and any other relevant information.
Resolution: Bitquack aims to resolve complaints within [X] business days of receipt. If additional time is required, we will inform you of the delay and provide an estimated resolution date.

Communication

Updates: Bitquack will keep you informed of the progress of your complaint and any actions taken.
Final Response: Once the investigation is complete, Bitquack will provide a final response detailing the outcome and any remedial actions taken.

Escalation

If you are not satisfied with the resolution of your complaint, you may escalate the issue as follows:

Internal Escalation: Request an internal review by a senior complaints officer. This review will be conducted within [X] business days.
External Escalation: If the internal escalation does not resolve your complaint to your satisfaction, you may refer the matter to an external dispute resolution service or regulatory authority, as applicable in your jurisdiction.

Record Keeping

Bitquack will maintain records of all complaints and their resolutions for a minimum of [X] years, in compliance with applicable laws and regulations.

Continuous Improvement

Bitquack is committed to continuously improving our services based on user feedback and complaint analysis. We will use the insights gained from complaints to enhance our platform and prevent future issues.

Contact Information

If you have any questions or need further assistance regarding the complaints procedure, please contact us at: support@bitquack.com