Complaints Procedure

Complaints are documented, reviewed by AllUnity’s compliance officer and recorded in a complaints register. Each complaint is answered by e-mail in clear language. Receipt of a complaint is acknowledged by AllUnity without undue delay, the complainant is informed of the process and only sustainable commitments are made. Upon receiving your formal complaint, we will follow these steps:

1. Review
   Our dedicated complaints team will thoroughly investigate your complaint in a fair and objective manner. We may contact you for further information or clarification during this process.
   
   

2. Resolution
   We will provide you with our final response within 15 business days of receiving your complaint. In exceptional circumstances, where we are unable to provide a final response within 15 business days, we will inform you of the reasons for the delay and indicate when we expect to be able to complete the investigation. The maximum timeframe for a final response is 35 business days.
   
   

3. Final Response: Our final response will clearly explain our findings, the decision reached, and the reasons for that decision. If we uphold your complaint, we’ll outline what actions we will take to resolve the issue. If the response is such that the demand of the complainant cannot be resolved in its entirety, the reasons are explained and alternative dispute resolution options are presented.