What is UOWN’s complaint resolution process?

We follow a structured process to resolve complaints fairly:

Stage 1 - Initial review: We acknowledge receipt and assign your complaint to a team member who reviews the details.

Stage 2 - Investigation: We gather information, review records, and may contact you for clarification.

Stage 3 - Resolution attempt: We'll propose a resolution based on our findings and try to resolve it informally.

Stage 4 - Formal response: If not resolved informally, we provide a formal written response with our decision.

Stage 5 - Escalation: If you're unhappy with our response, you can request escalation to senior management.

Documentation: We keep records of all complaints and resolutions for quality improvement.

Fair treatment: Every complaint is handled impartially, regardless of investment size or account history.