Complaints Procedure
How to raise concerns and what to expect
Our Commitment
At InvestGamble, we are committed to providing an excellent service to all our users. However, we understand that sometimes things can go wrong. When they do, we want to hear about it so we can put things right and improve our service for everyone.
We take all complaints seriously and aim to resolve them quickly, fairly, and transparently. This document outlines our complaints procedure and explains what you can expect when you raise a concern with us.
What Is a Complaint?
A complaint is any expression of dissatisfaction about our service, whether justified or not. This includes concerns about:
- The functionality or performance of our platform
- The accuracy or presentation of information
- How we have communicated with you
- How we have handled your personal data
- Any aspect of our service that has caused you concern
Our Complaints Process
Submit Your Complaint
Contact us with the details of your complaint. Please include:
- Your name and contact information
- A clear description of your complaint
- When the issue occurred
- Any relevant screenshots or evidence
- What outcome you are seeking
Acknowledgment
We will acknowledge receipt of your complaint within 2 business days. This acknowledgment will include:
- Confirmation that we have received your complaint
- A unique reference number for your complaint
- The name of the person handling your case
- Expected timeframe for resolution
Investigation
We will thoroughly investigate your complaint. This may involve:
- Reviewing relevant records and communications
- Speaking with relevant team members
- Examining technical logs if applicable
- Requesting additional information from you if needed
If we need more time to investigate, we will keep you informed of our progress.
Final Response
We aim to provide a final response within 15 business days. Our response will include:
- A summary of your complaint
- What we found during our investigation
- Whether we uphold your complaint (fully or partially)
- Any remedial action we will take
- Your options if you remain dissatisfied
Timeframes
2 days
Initial acknowledgment
15 days
Target resolution time
30 days
Maximum resolution time
* Complex complaints may take longer. We will keep you informed if this is the case.
What We Will Do
When handling your complaint, we will:
- Treat you with respect and courtesy
- Listen to your concerns without prejudice
- Investigate your complaint thoroughly and impartially
- Keep you informed of progress throughout the process
- Respond to you in clear, straightforward language
- Take appropriate action if we find we have made a mistake
- Learn from your feedback to improve our service
If You Remain Dissatisfied
If you are not satisfied with our final response, you have several options:
Internal Escalation
You can request that your complaint be escalated to our senior management for further review. Please reply to your final response email stating that you wish to escalate your complaint and explaining why you remain dissatisfied.
External Options
Depending on the nature of your complaint, you may be able to seek external assistance or advice from:
- Consumer protection organizations in your jurisdiction
- Data protection authorities (for privacy-related complaints)
- Relevant industry regulators
- Legal advisors
Record Keeping
We maintain records of all complaints received and how they were resolved. This information is:
- Stored securely and confidentially
- Retained for a minimum of 3 years
- Used to identify trends and improve our service
- Reviewed regularly by management
Confidentiality
All complaints are handled confidentially. Information about your complaint will only be shared with:
- Team members directly involved in handling your complaint
- Senior management if escalation is required
- External parties if required by law or with your consent
Unreasonable Behavior
While we aim to resolve all complaints fairly, we reserve the right to limit or discontinue correspondence if communication becomes:
- Abusive, threatening, or harassing
- Excessively persistent or repetitive
- Unreasonably demanding
In such cases, we will clearly explain our reasons and the basis for any decisions made.
Contact Information
To submit a complaint or for any questions about our complaints procedure:
InvestGamble Complaints
Email: info@investgamble.com
Please include "COMPLAINT" in the subject line for faster processing.
Feedback
We welcome feedback on our complaints procedure. If you have suggestions for how we can improve our process, please let us know by emailing info@investgamble.com.