Customer Complaint Procedures
Our first commitment is to always provide superior service to our clients and we believe that keeping customers satisfied creates long-term benefits for both our customers and our company.
This is the reason why it is very important for AGEA to efficiently deal with any expression of dissatisfaction about any service provided by our Company.
AGEA's customers are able to submit their complaints in the following ways:
through an online contact form on our web site;
by e-mail to our support personnel;
by letter to:
AGEA International AD Bulevar Ivana Crnojevića 107 Podgorica, 81000 Montenegro
To help us investigate and resolve a complaint, customer needs to provide us with the following information:
first and last name;
account number or username;
a detailed description of the complaint.
Each complaint will be handled by our Compliance Officer within 2 weeks unless there is a possible conflict of interest. In such case, client's complaint will be forwarded to head of our company for review.
We aim to resolve complaints as quickly as possible. If we are unable to do so within 2 weeks, we will contact the complainant to explain reasons for the delay and provide information on when we expect to have a resolution.
Once we provide our first response, we will wait for complainant's response for the next 2 months. If we do not receive a response within the 2 months, we will consider the complaint closed. Otherwise, our Compliance Officer will continue investigation in order to provide customer with a satisfactory final response.
If the customer is still dissatisfied after AGEA's final response, he or she will then be able to address the complaint to the regulatory body that oversees our operations for further investigation.