Effective Date: 4th November 2024

1. Introduction This document outlines the procedures for handling customer complaints at Billionaire Network Ltd, ensuring that issues are addressed efficiently, effectively, and in compliance with regulatory standards in the United Kingdom.

2. Scope This procedure applies to all employees and departments within Billionaire Network Ltd handling customer complaints, regardless of the channel through which the complaint is received.

3. Definition of a Complaint A complaint is defined as any expression of dissatisfaction made by a customer regarding the services, products, or staff of Billionaire Network Ltd, whether justified or not.

4. Complaint Channels Customers can submit complaints through the following channels:

• Phone: Call our Customer Service Team at +442039257265
• Email: Send an email to support@billionaire.network
• Website: Use the complaint form available on our website https://billionaire.network/contact/
• In-person: Visit any of our branches during operational hours.

5. Acknowledgment of Complaints

• All complaints will be acknowledged within 90 working days of receipt.
• An acknowledgment message will include a summary of the complaint, an indication of the next steps, and a contact person.

6. Investigation of Complaints

• Complaints will be assigned to a designated member of the customer service team who will investigate the matter thoroughly.
• The investigation may involve reviewing relevant documents, consulting with staff, or conducting interviews as necessary.

7. Resolution

• Complaints will be resolved within 90 working days where possible. The response will include the outcome of the investigation and any actions taken.
• If a resolution cannot be provided within the specified timeframe, customers will be informed, and a new timeline provided.

8. Communication

• Clear communication will be maintained throughout the complaint handling process. Customers will be updated on the progress of their complaint as it is investigated.
• All correspondence will be documented for future reference.

9. Escalation Process If customers are not satisfied with the resolution provided, they have the right to escalate their complaint. The escalation process includes:

• Asking to speak with a supervisor or manager.
• Submitting a written request for a review to support@billionaire.network.

10. Record Keeping

• All complaints will be logged in our Complaint Management System, documenting key details such as the nature of the complaint, actions taken, and resolutions provided.
• Aggregate data will be analysed regularly to identify trends and areas for improvement.

11. Continuous Improvement

• Billionaire Network Ltd is committed to continuous improvement based on customer feedback. The insights gained from complaints will inform our services and staff training programs.

12. Regulatory Compliance

• This procedure adheres to all relevant regulations and guidelines set forth by the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).

13. Review of Policy

• This Customer Complaint Handling Procedure will be reviewed annually and updated as necessary.

14. Contact Information For any inquiries regarding this procedure, please contact our Customer Service Team.