Complaint Policy

Effective Date: January 10, 2025

1. Introduction

At ExTradeBot, we are committed to providing excellent service and support to our users. This Complaint Policy outlines the process for addressing any concerns or issues you may encounter while using our platform.

2. How to File a Complaint

If you have a complaint, please follow these steps to ensure it is addressed promptly:

Contact Customer Support:

• Reach out to our customer support team via email at support@extradebot.com or through our live chat feature on the platform.
• Provide detailed information about your complaint, including your account details, the nature of the issue, and any relevant documentation or evidence.

Acknowledgment:

• Upon receiving your complaint, we will acknowledge receipt within 24 hours and provide you with a reference number for tracking purposes.

Investigation:

• Our team will thoroughly investigate your complaint, which may involve reviewing transaction records, system logs, and any other relevant information.
• We may contact you for additional information or clarification during the investigation process.

Resolution:

• We aim to resolve complaints within 14 business days. If additional time is required, we will inform you of the expected resolution timeframe.
• Once the investigation is complete, we will provide you with a detailed response outlining the findings and any actions taken to resolve the issue.

3. Escalation Process

If you are not satisfied with the resolution provided by our customer support team, you may escalate your complaint to a higher authority within ExTradeBot:

Submit an Escalation Request:

• Send an email to escalations@extradebot.com with your complaint reference number and a detailed explanation of why you are dissatisfied with the initial resolution.

Review by Senior Management:

• Your escalation request will be reviewed by a senior manager, who will conduct a further investigation and provide a final decision within 10 business days.

4. External Dispute Resolution

If you are still not satisfied with the outcome after the escalation process, you may seek external dispute resolution through relevant regulatory bodies or legal channels.

5. Continuous Improvement

We value your feedback and use it to improve our services. All complaints are logged and analyzed to identify trends and areas for improvement in our platform and processes.

6. Contact Us

If you have any questions or need assistance with the complaint process, please contact us at:

• Email: support@extradebot.com
• Address: Extrade, Houston, TX 77056, United States