Complaints Policy

Complaints Policy

If you need to make a complaint

At Daxnet we are committed to providing you with excellent customer service and want you to be completely satisfied with the service you receive. If you are or have been dissatisfied with any of the services we have provided for you, please let us know so we can understand your concerns, investigate and respond.

How to complain?

We aim to resolve your complaint quickly and efficiently. To help us to deal with your complaint, we will ask you for the following information:

  • Your personal details, including your contact details
  • A brief overview of your issue
  • What you would like us to do to resolve it

You can choose how you want to complain to us, our staff are on hand to help by:

Telephone:    (+44) 0207 558 8800

Email:             support@daxnet.exchange

Letter:

Daxnet BB (Barbados) Ltd

Burnham Court,

Bishop’s Court Hill,

Upper Collymore Rock,

St Michael,

Barbados

What happens next?

If possible, we will aim to resolve your complaint within 3 working days of receiving it by coming to a satisfactory agreement and conclusion with you. We will send confirmation of this conclusion in our Complaint Summary Letter, this will regard the complaint as closed. If we are unable to reach a conclusion by this date or the complaint needs further investigation, we will contact you within 5 working days of receiving your complaint by sending you an Acknowledgement Letter.

Once we have sent you an Acknowledgment Letter, we will respond to your complaint fully within 8 weeks, keeping you updated throughout with our progress. Your complaint will be fully investigated, and we will write to you with our findings in a Final Response Letter.