Complaint Procedure

Complaint Procedure

At Nebeus, we prioritize customer satisfaction and are committed to delivering top-notch services. Nevertheless, we recognize that issues can occasionally arise, leading to concerns or complaints. This comprehensive guide and FAQs are designed to provide you with a clear understanding of what constitutes a complaint, how to file one, and what to expect throughout the resolution process. 

We define a complaint as any oral or written expression of dissatisfaction from or on behalf of a client, whether justified or not, which includes an actual or potential financial loss, material distress or material inconvenience. 

The Rintral Trading complaints rules apply to complaints: 
  1. Made by, or on behalf of, an eligible complainant 
  2. Relating to regulated activity only 
  3. Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience 
 
The Payment Service Regulations complaints rules apply to complaints: 
  1. Made by, or on behalf of, any complainant 
  2. Relating to the provision of payment services or E-Money only 
  3. Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience 
Why does Nebeus have a Complaints Procedure?

Our Complaints Procedure outlines how we handle customer concerns and complaints related to our services. It's designed to ensure transparency and fair treatment of all our clients.

Who is considered an eligible complainant?

Eligible complainants include consumers, micro-enterprises, charities, trustees of trusts, consumers in buy-to-let arrangements, and small businesses.

Who is responsible for handling complaints at Nebeus?

The Customer Service Manager is responsible for initial assessment, while the Compliance Manager oversees compliance with the Complaints Procedure.

How can I submit a complaint?

To file a complaint, please follow these simple steps:
  1. Create a support ticket by clicking here.
  2. When prompted, select "Product: Nebeus account" and "Type of Request: Complaint" from the options provided.
  3. Make sure that you add all the information and evidence to support your claim. The resolution time will start only when we acknowledge that we have all the information required.
What happens once I file a complaint?

Upon receiving your complaint, Nebeus will acknowledge it and conduct an impartial investigation. If the complaint doesn't have enough information to be investigated, we will only start the resolution timeframe once we have all the information required.

How long does it take to resolve a complaint?

We aim to resolve as soon as possible but can take up to 15 business days. Exceptional circumstances may extend this period up to 35 business days.

How long does Nebeus keep records of complaints?

We retain records of complaints and their resolutions for three years.

What if I'm not sure if my concern qualifies as a complaint?

If you have any doubts, it's better to reach out to us. We will treat your inquiry seriously and provide guidance.

Are there any fees associated with filing a complaint?

No, filing a complaint is free of charge for our clients.

 What should I do if my complaint is unresolved after 15 business days?

If your complaint remains unresolved, we will send you a holding letter with an expected resolution date within 35 business days.

What if I'm not satisfied with the final response to my complaint?

If you're dissatisfied with our response, you have options, including referring the complaint to an alternative dispute resolution entity.

We hope this guide and FAQs have provided you with a comprehensive understanding of how we handle complaints at Nebeus. Your satisfaction is our utmost priority, and we are here to ensure that your concerns are addressed promptly and fairly. If you have further questions or require assistance, please do not hesitate to contact us. Your feedback is invaluable, and we remain dedicated to delivering exceptional service.


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