Introduction

At PAA CAPITAL, we are committed to providing our customers with exceptional service. While we always strive to ensure every experience with us is a positive one, we understand that issues can occasionally arise. Our Customer Dispute Resolution Policy is designed to promptly and effectively address any concerns or disputes that may occur.

Contact Us First

If you have a concern or a dispute, we encourage you to first reach out to our customer service team. You can contact us via:

• Email Support System: Open a Ticket
• Online Banking Messaging: Available on our platform

Our dedicated team will do their best to resolve your issue as quickly as possible.

Process for Dispute Resolution

1. Acknowledgement: Once we receive your complaint, we will acknowledge receipt within 48 hrs.
2. Investigation: We will investigate your complaint. This process may involve contacting you for further information or clarification.
3. Resolution: We aim to resolve all disputes within 7 days of receiving the complaint. We will contact you directly to discuss our findings and propose a resolution.
4. Follow-Up: After the resolution, we may contact you to ensure that you are satisfied with the outcome.

Escalation Process

If you are not satisfied with the initial resolution, you can request to escalate the matter. The escalation will be reviewed by a senior member of our team or a manager, who will provide a further response within 7 days.

External Dispute Resolution

If you are still not satisfied after the escalation process, you can seek external assistance. Depending on your location and the nature of your dispute, different options may be available, such as a consumer protection agency or a small claims tribunal.

Feedback

We are always looking to improve our services and customer experience. After your dispute is resolved, we would appreciate any feedback you can provide on how we handled your issue.

Changes to this Policy

PAA CAPITAL reserves the right to modify this policy at any time. Changes will be posted on our website.

Contact Information

For any questions regarding this policy, please contact us at support (at) paacapital.com or through our official Social Media Channels.