Effective Date: May 23, 2023
Purpose
At DIGTL Trust Kommanditbolag (“DIGTL Trust KB”, “we”, “us” or “our”) , we are committed to providing the highest level of customer satisfaction and maintaining compliance with all applicable laws and regulations, including those of Sweden and the European Union (EU). This Complaints Policy outlines the procedures for handling complaints from our customers and stakeholders in a fair, efficient, and transparent manner.
Scope
This policy applies to all complaints received by DIGTL Trust KB from customers, clients, employees, suppliers, and any other stakeholders related to our products, services, or business operations.
Definitions
3.1. Complaint: A formal expression of dissatisfaction related to DIGTL Trust KB’s services, or business operations, submitted by a customer or stakeholder.
3.2. Complaints Officer: The designated individual responsible for overseeing and managing the complaints handling process.
Complaints Handling Principles
4.1. Accessibility: We will ensure that our complaints handling process is easily accessible to all stakeholders and clearly communicated through our website, customer service channels, and other relevant communication platforms.
4.2. Fairness: We will treat all complaints impartially and without prejudice, providing equal opportunities for resolution to all parties involved.
4.3. Confidentiality: All complaints and associated information will be handled with strict confidentiality, except when required by law or with the consent of the complainant.
4.4. Timeliness: We will aim to resolve complaints promptly and efficiently, keeping stakeholders informed about the progress throughout the process.
4.5. Transparency: We will provide clear and understandable explanations of the decisions made during the complaints handling process.
4.6. Responsiveness: We will acknowledge receipt of complaints promptly and provide timely updates on the status of the investigation and resolution.
4.7. Record-keeping: All complaints, their handling process, and outcomes will be documented and securely stored for the necessary retention period.
Complaints Handling Process
5.1. Complaint Submission
Complaints can be submitted through various channels, including:
Email: digtltrust@digtl.co
Phone:+46 8 446 821 33
In order to process the complaint faster, the complainant should include in the email their name, contact details and all the relevant information to which the complaint refers.
5.2. Acknowledgment
Upon receipt of a complaint, we will acknowledge it within three (3) working days and provide the complainant with a unique reference number for future reference.
5.3. Investigation
The Complaints Officer will initiate a thorough investigation into the matter, involving relevant departments or personnel as necessary. The investigation will be completed within a reasonable timeframe, considering the complexity of the complaint.
5.4. Resolution
Once the investigation is complete, we will communicate the findings to the complainant and propose a resolution where appropriate. We will endeavor to resolve complaints within ten (10) working days from the date of acknowledgment.
5.5. Escalation
If the complainant is not satisfied with the proposed resolution, they may request an escalation. The matter will be reviewed again, and additional information or assistance will be provided.
5.6. Final Response
After all avenues have been explored, we will issue a final response detailing the outcome of the complaint and the reasons for the decision. This response will be provided within ten (10) working days from the date of the escalation.
Monitoring and Improvement
To ensure the effectiveness of our complaints handling process, we will regularly review and analyze complaint data. This information will be used to identify areas of improvement and implement corrective actions where necessary.
Review
This Complaints Policy will be reviewed annually or as required by changes in relevant laws or regulations to ensure its ongoing compliance and effectiveness.
Swedish Consumer Agency/Konsumentombudsman
Along with the submission of the complaint or in case the complainant is not satisfied by our response, they may address themselves to the Swedish Consumer Agency (Konsumentverket) or to the Swedish Ombudsman (Konsumentombudsman).
Contact Information
Konsumentverket
Box 48
651 02 Karlstad
The complainant may also send their complaint by e-mail: konsumentverket@konsumentverket.se. The complainants can find more information on https://www.konsumentverket.se/.