Last updated on 10/08/2025
This Client Feedback Policy governs all services rendered by Moindes Limited, located at 5-9 Main Street, GX1 11AA, Gibraltar (hereafter referred to as "the Company"). This protocol is a fundamental component of our Service Agreements. Moindes Limited is committed to addressing all client concerns with efficiency, impartiality, and transparency.
"Feedback" denotes any expression of discontent regarding an action, judgment, oversight, or service delivered by the Company. Such discontent may stem from the conduct of our personnel or the performance of our operational systems and procedures.
The purpose of this policy is to establish a structured process for managing client feedback promptly, systematically, and transparently, within a defined timeframe. This process is designed to enhance and refine the quality of services we provide to our clientele. All information pertaining to client feedback will be treated with the utmost confidentiality.
Clients may submit their feedback via electronic mail or postal mail using the following contact information:
We recommend that feedback be submitted in written form to ensure clarity and precision in the articulation of the issues raised.
To facilitate the effective processing of feedback, clients are requested to provide the following information:
During the review of submitted feedback, we may contact the client to request supplementary information or clarifications.
We endeavor to resolve all feedback expeditiously, with a target resolution timeframe of no more than 30 business days. Should a resolution within this timeframe prove unattainable, we will issue an interim response, delineating the reasons for the extended processing period and providing an anticipated date for the final resolution.