Complaint Policy

Last Updated: 05/2025

1. Introduction

At MoralCompany, we are committed to delivering a transparent, fair, and high-quality service to all clients.
Your feedback is essential, and we take all complaints seriously.
This policy explains how you can submit a complaint, how we handle it, and what you can expect throughout the process.

2. Purpose of This Policy

The purpose of the Complaint Policy is to:

• Provide a clear and accessible complaint process
• Ensure complaints are handled promptly and fairly
• Improve our services based on client feedback
• Uphold regulatory and ethical standards in financial services

3. What Is a Complaint?

A complaint is any expression of dissatisfaction relating to:

• Our credit products or services
• Application decisions
• Customer support
• Communication quality
• Delays or errors
• Technical or website issues
• Conduct of employees or partners

Complaints may be submitted by clients, applicants, or any party interacting with MoralCompany.

4. How to Submit a Complaint

You may submit a complaint through any of the channels below:

📧 Email: contact@moralcompany.net
📞 Phone: +49 178 391 4534
📝 Website Form: (If you have a contact/complaint form on your website)

When submitting your complaint, please include:

• Full name
• Email address and phone number
• Reference number (if applicable)
• A detailed description of the issue
• Supporting documents, screenshots, or evidence (optional)

5. Acknowledgment of Your Complaint

Once we receive your complaint:

• You will receive an acknowledgment within 48 hours
• We will assign your case to an independent complaints handler
• You will be provided with a reference number for follow-up

6. Complaint Review Process

Your complaint will be investigated thoroughly and impartially.
Our process may include:

• Reviewing your submitted information
• Checking internal systems and communication logs
• Requesting additional details if needed
• Consulting relevant team members
• Assessing compliance with internal policies and regulatory standards

All complaints are handled confidentially.

7. Response Timeframe

We aim to resolve complaints within:

⏱ 7–14 business days for standard cases
⏱ Up to 30 business days for complex cases

If additional time is required, we will notify you and explain the reason for the delay.

8. Possible Outcomes

After reviewing your complaint, we may provide:

• A full explanation of what occurred
• A correction or update to your account or application
• An apology where appropriate
• Compensation or goodwill gestures (in specific cases)
• Assurance of corrective actions taken internally
• Details of why we cannot accommodate your request (when applicable)

You will receive the outcome in writing, via email.

9. Escalation Options

If you are not satisfied with the outcome, you may request an escalation.
Your complaint will then be reviewed by a senior manager or independent reviewer.

In some jurisdictions, you may also be entitled to contact a local financial ombudsman or regulatory authority.
We will inform you if this applies to your region.

10. Continuous Improvement

MoralCompany uses complaints to:

• Improve service quality
• Strengthen internal processes
• Enhance communication and transparency
• Identify areas of risk or recurring issues
• Train staff more effectively

All complaints are recorded and reviewed as part of our compliance and quality-assurance process.

11. Confidentiality and Data Protection

All complaints are handled in accordance with:

• International privacy standards
• Data Protection Regulations
• Our internal Privacy Policy

Your information will be used solely for the purpose of investigating and resolving your complaint.

12. Contact Information

For any questions regarding this Complaint Policy or to submit a complaint, contact us:

MoralCompany
📧 Email: contact@moralcompany.net
📞 Phone: +49 178 391 4534