Complaints Handling Timeline

At Captex, we prioritize addressing your concerns quickly and efficiently. Here’s our structured timeline for managing complaints:

• Investigation: Our team conducts a detailed review of your complaint, examining all pertinent details and documents. If we need more information, we’ll reach out to you for clarification.
• Resolution: We work to resolve issues as swiftly as possible, typically within a few days, depending on complexity. For lengthier resolutions, we’ll keep you informed on progress.
• Communication: Once resolved, we’ll notify you in writing, explaining the actions taken and any solutions offered.
• Feedback: We value your input. If you’re unhappy with the outcome, you can escalate your complaint per our Complaints Policy.

Our focus is on transparency and accountability, ensuring your issues are handled promptly and effectively. For further details, check our Complaints Policy or contact our support team.

Interpretations of Terms

Knowing the key terms tied to Captex’s services is essential. Here’s how we define them:

• Account: Your personal hub on Captex, required to access and utilize our services.
• Services: Encompasses all tools, features, and support provided by Captex, such as trading platforms and customer assistance.
• Transaction: Any financial action on Captex, including deposits, withdrawals, and trades.
• Privacy Policy: Outlines how Captex collects, processes, and protects your data.
• Terms of Service: The contract between Captex and users, detailing rights, duties, and rules for platform use.
• Amendment: Any modifications to Captex’s Terms of Service or Privacy Policy.

Understanding these terms fosters clear communication and alignment between Captex and its users about service usage and data protection. For more, see our full Terms of Service and Privacy Policy or reach out to our support team.

Complaint Procedure

Captex is committed to resolving your concerns fairly and efficiently. Our complaint process is designed for clarity and speed:

• Submission: File your complaint via the designated form on the Captex website or directly with our customer support team. Provide your name, contact details, account info (if relevant), and a concise explanation of the issue.
• Acknowledgment: We’ll confirm receipt of your complaint promptly, usually within a few days, and issue a reference number for tracking.
• Investigation: Our team will dive into the details, reviewing all related information and documents. We may contact you if further clarification is needed.
• Resolution: We aim to settle complaints quickly, often within a few days. For trickier cases, we’ll update you on progress as needed.
• Communication: Once resolved, we’ll send you a written summary of the outcome, including steps taken and any remedies offered.
• Feedback: Your thoughts matter. If the resolution doesn’t meet your expectations, you can escalate it as outlined in our Complaints Policy.

We uphold transparency and accountability to deliver timely, satisfactory resolutions. For more info, refer to our Complaints Policy or contact our support team.

Queries

A query at Captex is any concern about your account or trading activities. You can submit queries through live chat, email, or phone to our Support Department.

Our Customer Support team will assess your query, resolving it on the spot if possible or flagging it for further review. For complex queries needing investigation, we target a response within 2 business days.

If you’re unsatisfied with the support team’s resolution, you can escalate your query to our Complaints Department, following the steps in the “Complaint Handling Procedure” section on the Captex website.

Other Information

For additional details on Captex’s services, policies, or general questions, explore our website or connect with our support team. We provide extensive resources and help to keep you informed and content with our offerings. Whether it’s account management, policy clarification, or platform navigation, our team is ready to assist via email, phone, or support ticket submission on our site. We’re here to address any inquiries or issues you may have.