1. Purpose

At FxCareer.africa are committed to delivering a professional, transparent, and fair recruitment experience. This policy outlines how complaints and disputes from clients, candidates, or other stakeholders are handled to ensure timely resolution and continuous improvement.

2. Scope

This policy applies to:

• All candidates, clients, employees, and business partners of FxCareer.africa.
• All offices and operations across Cyprus, the UK, the UAE, Nigeria, and India.
• All complaints or disputes related to recruitment, service delivery, ethical concerns, or contractual obligations.

3. Principles

We are guided by the following principles when handling complaints:

• Fairness: All complaints are treated objectively, impartially, and without bias.
• Transparency: Processes and outcomes are communicated clearly to all parties involved.
• Confidentiality: Complaints are handled sensitively, and personal information is protected.
• Timeliness: Complaints are acknowledged promptly and resolved as efficiently as possible.
• Continuous Improvement: Complaints are reviewed to identify opportunities to improve processes and services.

4. Lodging a Complaint

• Complaints can be submitted via email to [email protected], phone to +357 7000 8001, or in writing.
• The complaint should include:
  • Name and contact details of the complainant
  • Nature of the complaint
  • Relevant supporting documents, if any

5. Complaint Handling Procedure

1. Acknowledgment: All complaints are acknowledged within 3 business days.
2. Assessment: The complaint is reviewed to determine its validity and scope.
3. Investigation: A thorough investigation is conducted, involving relevant parties as necessary.
4. Resolution: Findings are communicated to the complainant, along with proposed corrective actions.
5. Follow-Up: Resolution is monitored to ensure the issue is fully addressed and improvements are implemented.

6. Escalation

• If the complainant is not satisfied with the initial resolution, the complaint can be escalated to senior management.
• The escalation process ensures independent review and a final decision.

7. Record-Keeping

• All complaints, investigations, and resolutions are documented and retained in compliance with applicable data protection laws.
• Records are reviewed periodically to identify recurring issues and enhance service quality.

8. Commitment

FxCareer.africa is dedicated to handling complaints professionally and ensuring that clients, candidates, and stakeholders have confidence in our recruitment processes.