Complaints Policy

1. Our Commitment

At App Bouncer, we are committed to providing high-quality identity verification services and exceptional customer support. We value your feedback and take all complaints seriously. This Complaints Policy outlines how we handle concerns and work to resolve issues promptly and fairly.

We believe that addressing complaints effectively helps us improve our services and maintain the trust of our users. Our goal is to resolve complaints quickly, transparently, and to your satisfaction.

2. What Constitutes a Complaint

A complaint is any expression of dissatisfaction about our services, policies, or staff conduct where you expect a response or resolution. This includes concerns about:

• Service Quality: Issues with identity verification accuracy, speed, or reliability
• Customer Support: Unsatisfactory interactions with our support team
• Billing and Pricing: Disputes about charges, fees, or billing practices
• Privacy and Data Protection: Concerns about how your personal data is handled
• Technical Issues: Platform downtime, API failures, or integration problems
• Policy Enforcement: Disagreements with policy decisions or account actions
• Discrimination: Concerns about unfair treatment or bias in our services

3. How to File a Complaint

3.1 Primary Contact Methods

You can file a complaint through any of the following channels:

• Online Contact Form: Submit a complaint through our contact page
• Email: Send detailed information about your complaint to our support team
• Phone: Call our customer support line during business hours
• In-App Support: Use the support features within your dashboard

3.2 Information to Include

To help us resolve your complaint quickly, please provide:

• Your account information and contact details
• A clear description of the issue or concern
• When the problem occurred and any relevant dates
• Steps you've already taken to resolve the issue
• Supporting documentation (screenshots, error messages, etc.)
• What outcome you're seeking

3.3 Anonymous Complaints

While we prefer to work with you directly to resolve issues, we also accept anonymous complaints. However, our ability to investigate and respond to anonymous complaints may be limited.

4. Our Complaint Resolution Process

4.1 Acknowledgment

• We will acknowledge receipt of your complaint
• Assign a unique reference number for tracking
• Provide an initial response timeline
• Identify the appropriate team member to handle your case

4.2 Investigation

• Thorough review of your complaint and supporting evidence
• Consultation with relevant team members and departments
• Technical investigation if the issue involves our platform
• Regular updates on investigation progress

4.3 Resolution

• Provide a detailed response explaining our findings
• Offer appropriate remedies or corrective actions
• Implement necessary changes to prevent similar issues
• Follow up to ensure your satisfaction with the resolution

5. Types of Resolutions

Depending on the nature of your complaint, we may offer various types of resolutions:

5.1 Service Corrections

• Re-processing failed or incorrect verifications
• Technical fixes for platform or API issues
• Account corrections or data updates
• Policy adjustments where appropriate

5.2 Financial Remedies

• Refunds for services not provided as promised
• Credits for future services
• Waiving of fees in appropriate circumstances
• Compensation for documented damages (where applicable)

5.3 Process Improvements

• Updates to policies and procedures
• Enhanced staff training
• System improvements to prevent recurring issues
• Better communication processes

6. Escalation Process

If you're not satisfied with the initial resolution of your complaint, you can escalate through the following levels:

6.1 Supervisor Review

• Request review by a customer service supervisor
• Independent assessment of the original investigation
• Additional resolution options may be considered
• Response within 5-7 business days

6.2 Management Review

• Escalation to senior management for complex cases
• Comprehensive review of all previous actions
• Authority to make exceptional decisions where warranted
• Response within 10-15 business days

6.3 External Resolution

If our internal process doesn't resolve your complaint to your satisfaction, you may have options for external resolution:

• Industry ombudsman services (where applicable)
• Consumer protection agencies
• Alternative dispute resolution services
• Legal remedies as a last resort

7. Complex and Regulatory Complaints

7.1 Privacy and Data Protection

Complaints about data handling, privacy violations, or GDPR/CCPA concerns receive specialized handling:

• Direct escalation to our Data Protection Officer
• Priority investigation with extended resources
• Compliance review and regulatory notification if required
• Detailed documentation and audit trail

7.2 Discrimination and Bias

Complaints alleging discrimination or algorithmic bias are handled with special care:

• Immediate escalation to senior management
• Independent review by our compliance team
• Technical analysis of algorithms and processes
• External consultation if necessary

7.3 Financial Services Complaints

For customers in regulated financial services, additional protections may apply:

• Compliance with industry-specific complaint handling rules
• Extended investigation timelines where required by regulation
• Rights to financial ombudsman services
• Regulatory reporting obligations

8. Complaint Tracking and Records

We maintain comprehensive records of all complaints to ensure proper handling and continuous improvement:

• Case Management System: Track complaint status and progress
• Communication Logs: Record all interactions and correspondence
• Resolution Documentation: Maintain details of actions taken
• Trend Analysis: Identify patterns and systemic issues
• Regulatory Reporting: Comply with applicable reporting requirements

9. Continuous Improvement

We use complaint feedback to continuously improve our services:

• Monthly Reviews: Regular analysis of complaint trends and patterns
• Process Updates: Refining our complaint handling procedures
• Staff Training: Ongoing education based on complaint learnings
• Service Enhancements: Product and service improvements based on feedback
• Policy Revisions: Updating policies to address recurring issues

10. Your Rights During the Process

Throughout the complaint process, you have the right to:

• Receive regular updates on the status of your complaint
• Request clarification about our investigation or decision
• Provide additional information or evidence
• Have your complaint handled confidentially and professionally
• Be treated fairly and without discrimination
• Escalate your complaint if unsatisfied with the initial response
• Seek external resolution through appropriate channels

11. Vexatious and Repeated Complaints

While we welcome all legitimate complaints, we reserve the right to manage vexatious or repeatedly submitted complaints differently:

• Complaints that are clearly without merit or made in bad faith
• Repeated submission of the same complaint without new information
• Abusive or threatening communications
• Complaints designed to harass staff or disrupt operations

In such cases, we may limit our response or require specific communication channels while still ensuring fair treatment.

12. Contact Information

To file a complaint or get more information about our complaints process, please contact us. Our customer service team is ready to help resolve any concerns you may have about our identity verification services.

When contacting us about a complaint, please reference this Complaints Policy and include as much detail as possible to help us serve you better.