Just Gold Grievance Policy
Ensuring Transparency, Fairness & Timely Resolution
At Just Gold LLC-FZ, we are committed to providing a seamless and trustworthy experience for all our users. We value your trust and strive to minimize instances of dissatisfaction. However, if you ever feel disappointed with our product or service, we assure you that your concerns will be addressed promptly, fairly, and transparently.
Contact Information
Just Gold LLC-FZ, Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, UAE
Email: support@justgold.app
Grievance Officer Email: grievanceofficer@justgold.app
Website: https://justgold.app
Mobile: +971 589361909
1. Our Commitment to You
- Fair Treatment: All users are treated fairly and with respect at all times.
- Timely Resolution: Complaints or concerns raised by users are handled courteously and resolved in a timely manner.
- Open Communication: Users are informed about the channels available to escalate their complaints and their rights if they are not satisfied with the resolution.
- Efficient Handling: Every complaint is valued, and we ensure that it is resolved efficiently and fairly.
2. How to File a Complaint or Share Feedback
- In Writing: Send a letter to our customer support team.
- Email: Write to us at support@justgold.app.
- Website: Submit your complaint or feedback directly on our website at https://justgold.app.
3. Grievance Redressal Process
- Level 1: Customer Support Team
- Contact Us: Call our customer support team at +971 589361909 to discuss any unresolved issues.
- Immediate Assistance: If you are not satisfied with the response, request to speak with a customer service supervisor. You will either be transferred immediately or receive a call back within 1 working day.
4. Level 2: Email Support
- Submit Your Complaint: Send an email to support@justgold.app. A ticket number will be issued at the time of logging your complaint.
- Response Time: We aim to respond to your query or resolve your complaint within 2 working days.
5. Level 3: Grievance Officer
- Escalation: If the issue remains unresolved, you can write to our grievance officer at grievanceofficer@justgold.app, mentioning the specific ticket number allotted to you at the time of the original complaint.
- Resolution: Our grievance officer will review your case and ensure a fair resolution.
6. Sensitizing Staff on Handling Complaints
- Handle consumer queries and grievances professionally.
- Build trust and confidence among users through clear communication and efficient problem-solving.
- Analyze the root causes of recurring issues and implement measures to prevent them in the future.