Freedx Complaints Handling Policy

At Freedx, We Take Complaints Seriously 

We are committed to providing a fair, transparent, and efficient process for handling complaints. If you are dissatisfied with any aspect of our products, services, or customer experience, we encourage you to let us know so we can investigate and resolve the matter as quickly as possible. 

Your feedback is important to us and helps us continuously improve our platform, operations, and customer experience. 

What Is a Complaint? 

A complaint is any expression of dissatisfaction relating to our products, services, operations, employees, or the handling of your account that requires investigation and resolution. 

Examples of complaints may include, but are not limited to: 

General inquiries or routine support requests may not be treated as formal complaints unless an investigation or escalation is required. 

How to Submit a Complaint 

You can submit a complaint through our official Complaint Form available on the Freedx platform: https://complaints.freedx.com/en/support/tickets/new  

To help us investigate your case efficiently, please provide as much relevant information as possible, including: 

Note: 

Providing complete and accurate information will help reduce delays during the investigation process. Please note that failure to provide accurate details will result in a request to resubmit. 

What Happens After You Submit a Complaint? 

1. Complaint Acknowledgement 

Once your complaint has been submitted successfully, you will receive an acknowledgement confirming that we have received your complaint. 

This acknowledgement does not necessarily mean that the complaint has been resolved, but confirms that your case has entered our review process. 

2. Investigation Process & Additional Information 

Our team will carefully review the information and evidence you provide. 

During the investigation, we may contact you via your registered email address for: 

Please ensure that: 

Please note that prompt responses can help us resolve your case more efficiently. Delays in responding to information requests may affect the overall resolution timeline. 

3. Escalation (If Required)  

Where necessary, complaints may be escalated to the appropriate internal department, including:  

This ensures your complaint is reviewed by the team best equipped to investigate the matter. 

4. Resolution 

Once our investigation is complete, we will communicate the outcome and any actions taken to resolve the complaint. 

5. Complaint Closure 

A complaint will generally be considered closed once: 

If additional concerns arise after closure, users may contact us again with new information or evidence. 

Resolution Timelines 

Resolution times may vary depending on the complexity and nature of the complaint. 

Freedx aims to: 

Certain cases may require additional review time, especially those involving: 

We appreciate your patience and cooperation during these processes. 

Fair and Impartial Review 

All complaints are reviewed objectively, fairly, and independently from routine customer support interactions. 

Our investigations are conducted based on the facts and evidence available. 

We are committed to treating all users fairly and professionally throughout the complaint handling process. 

Complaints That May Be Outside Our Control 

While we will always review complaints carefully, certain situations may limit the actions we are able to take, including: 

Even in these situations, our team will still review each case individually to determine whether any assistance or guidance can be provided.