Xchangely, Inc. (Xchangely) is committed to providing excellent service to our customers. We understand that there may be occasions where you are dissatisfied with our services and wish to raise a complaint. This Grievance Policy outlines the procedure for lodging and resolving grievances regarding our service.
LODGING A COMPLAINT
In the event of a complaint regarding our service, you can lodge a complaint by writing to:
Xchangely, Inc.
1007 N Orange St.
4th Floor
Suite #2482,
Wilmington, Delaware 19801
USA
You may also email your complaint to: corp@xchangely.com
Upon receiving your complaint, we will log it in our register and endeavor to resolve the matter promptly. If we are unable to resolve the issue immediately, we will provide a written acknowledgment of your complaint within three (3) business days of its receipt.
GRIEVANCE REDRESSAL TIMELINE
For complaints related to our service, we will send you an acknowledgment within 24 hours of receipt and confirm that your complaint is under consideration. We will also provide you with the timelines within which you should expect a response from us.
Complaints will typically be resolved within fifteen (15) business days following receipt of the complaint. In exceptional circumstances where we are unable to issue a final response within 15 business days, we may take up to a maximum of thirty (30) business days from the date of receipt to issue a final response. If we are unable to resolve the complaint within fifteen (15) business days, we will issue a holding response by this deadline. The holding response will include:
The reasons for the delay in answering the complaint:
- A deadline by which we aim to issue a final response, not later than thirty (30) business days after the date the complaint was received.
SETTLEMENT OF GRIEVANCE
If your grievance is not resolved within the specified redressal period or any other period mutually agreed upon between us, you shall be entitled to commence proceedings subject to the exclusive jurisdiction of courts of the State of Delaware, including the Delaware Court of Chancery.
SETTLEMENT OF GRIEVANCE
If the grievance is resolved within the redressal period, any settlement shall be recorded in writing and signed/acknowledged by you.
CONCLUSION
We value your feedback and are committed to addressing your concerns effectively and efficiently. Your satisfaction is our priority, and we will strive to resolve any grievances in a timely manner.
This Grievance Policy is subject to periodic review and may be updated as necessary to ensure its effectiveness.