Complaints policy
This complaint-handling policy applies to all customers of Northstake ApS and its subsidiaries.
Northstake commits to handling all complaints promptly and to resolve complaints as soon as practicable within a reasonable period of time.
When considering and reviewing complaints raised by customers, Northstake shall:
- identify and remedy any recurring or systemic problems;
- analyse the causes of complaints so as to identity common root causes of complaints;
- consider whether such root causes may also affect other processes, services or products, including those not directly complained of; and
- correcting all such root causes.
Northstake commits to the following:
- Northstake shall acknowledge all complaints within one week of the complaint being made; and
- Northstake shall resolve all complaints within four weeks of the complaint being made, except in extraordinary circumstances in which case Northstake commits to providing the client with an update on the status of the complaint, and explain the extraordinary circumstances delaying its resolution, within four weeks of the complaint being made and shall resolve the complaint no later than eight weeks from when the complaint was made.
Clients may always raise a complaint through their usual contact at Northstake.
Alternatively, a form for filing a complaint concerning services provided by Northstake is available at the following link: https://www.northstake.dk/schedule-a-call or alternatively may be sent by e-mail to the following e-mail address: [email protected].
Clients must ensure to provide: (a) details of full name, along with (b) reasonable details of the transaction or interaction concerning the complaint.
No fees or any other form of payment are required to be made to raise a complaint with Northstake or in connection with the consideration of a complaint by Northstake.
Northstake commits to keeping records of the following:
- all complaints received from customers of Northstake;
- all measures taken in response to such complaints; and
- the resolution of all complaints.
If clients have any questions about this policy or they feel that a complaint has not been adequately addressed, they can write to: [email protected].