COMPLAINTS POLICY
Introduction
We are deeply committed to fostering a secure, enjoyable, and respectful online environment for our diverse community of users. We understand that concerns may arise, and this Complaints Policy is designed to address and resolve such matters promptly and fairly.
How to Submit a Complaint
If you have a complaint related to the content, functionality, or any other aspect of our website, we encourage you to reach out to us through our dedicated contact form on the website or via email at [email protected]. Please include the subject line: “Complaint – [Brief Description].”
When submitting your complaint, provide as much detail as possible, including the specific URL, date, and time of the incident. If applicable, feel free to attach any relevant screenshots or evidence that may assist in our investigation.
While we accept anonymous complaints, providing your contact information can help expedite the resolution process and facilitate communication.
Response Time
Our commitment is to acknowledge all complaints within 14 business days and provide a thorough response within 5 business days of receiving the complaint. Our dedicated team will conduct a comprehensive investigation to ensure a fair and accurate resolution.
Confidentiality
Respecting your privacy is of utmost importance to us. All complaints will be handled with the highest level of confidentiality. In cases where the nature of the complaint requires action, we will adhere to legal obligations while maintaining the privacy and security of all parties involved.
Resolution Process
Upon receiving your complaint, our team will conduct a thorough investigation. Based on our findings, we will take appropriate action, which may include content removal, warnings, or, in severe cases, account suspension or termination. We will communicate the resolution to you, providing details on the steps taken and any preventive measures implemented.
Appeals Process
If you find the resolution unsatisfactory, we have an appeals process in place. You can provide additional information or clarifications, and your appeal will be reviewed by a designated team member. A final decision will be communicated to you promptly.
Legal Compliance
Banana Squirrel Holdings is committed to upholding all applicable laws and regulations. Any complaints related to illegal activities will be handled in accordance with legal obligations.
Continuous Improvement
We welcome constructive feedback and suggestions to enhance our services. Periodic reviews of our Complaints Policy are conducted to ensure its effectiveness and alignment with evolving industry standards.
