Wannan Manufar Ƴan Gunaguni ta bayyana yadda Deriv ke magance ƴan gunaguni. Muna niyyar tabbatar da cewa an magance dukkan ƴan gunaguni cikin gaskiya kuma a kan lokaci.
Ku lura cewa takamaiman matakai da lokutan aiki na iya bambanta dangane da kamfanin Deriv da kuka yi kwangila da shi.
Yadda za ku shigar da ƴar gunaguni
Idan kuna da ƴar gunaguni, hanya mafi dacewa don isar mata zuwa gare mu ita ce ta aika da imel zuwa complaints@deriv.com.
Don taimaka mana mu bincika kuma mu magance ƴar gunagunin ku da sauri, ku saka waɗannan bayanan a cikin imel ɗinku:
- Lambar asusunku
- Cikakken bayani game da ƴar gunagunin ku, wanda ya haɗa da kwanaki, lokuta, da takamaiman harkokin cinikin da suka shafi batun
- Takaddun tallafi, kamar hotunan dandalin cinikinku ko kurakuran tsarin, don taimakawa binciken mu
Lokutan amsa
Muna niyyar magance damuwar ku a cikin waɗannan lokutan:
- Tabbacin karɓa: nan da nan yadda zai yiwu.
- Amsa (abokan cinikin Deriv Investments (Cayman) Limited): A cikin kwanaki 14 na kalanda. Wannan lokacin yana farawa daga ranar da ta biyo bayan ranar da aka karɓi ƴar gunagunin.
- Amsa (abokan cinikin sauran kamfanonin ƙungiyar Deriv): A cikin kwanakin aiki 15 daga ranar karɓar ƴar gunagunin.
Idan ƴar koke tana da sarƙaƙiya ta musamman kuma ba za a iya warware ta a cikin lokutan da aka ƙayyade a sama ba, za mu ba ku sabuntawa a rubuce. Wannan sabuntawa za ta bayyana matsayin bincike kuma ta ba da lokacin da ake sa ran samun amsa ta ƙarshe.
Kai koke zuwa hukuma
Idan ba ku gamsu da amsarmu ta ƙarshe ba, ko kuma idan ba mu warware ƴar kokenku a cikin lokacin da aka ƙayyade ba, za ku iya kai ƴar kokenku ga Financial Commission, wadda take hukumar warware rikici ta waje:
1. Shigar da ƴar koke
- Za ku iya shigar da ƴar koke ga Financial Commission har zuwa kwana 45 bayan faruwar lamarin.
- Financial Commission tana da kwana 5 don tabbatar da cewa an karɓi ƴar kokenku da kwana 14 don amsa ƴar kokenku ta hanyar tsarin warware rikici na cikin gida (IDR) namu.
- Za ku iya shigar da ƴar koke ga Financial Commission ne kawai idan ba ku gamsu da shawararmu ba, ko kuma idan ba a yanke shawarar a cikin lokacin da aka ƙayyade ba.
2. Matakin bincike
- Financial Commission za ta binciko ingancin ƴar kokenku a cikin kwanakin aiki 5.
- Shugaban Kwamitin Warware Rikici (DRC) zai tuntuɓi ku da mu a cikin kwanakin aiki 5 don samun duk bayanan da ake buƙata da kuma duba ko akwai damar warware ƴar kokenku a lokacin matakin bincike.
- Idan ba a samu damar warware ƴar kokenku ba, za ta ci gaba zuwa matakin yanke shawara wanda DRC za ta tafiyar da shi.
3. Matakin yanke shawara
- DRC za ta yanke shawara kan ƴar kokenku.
- DRC na iya neman ƙarin bayani daga ku ko daga mu, kuma dole ne a bayar da bayanin da ake buƙata a cikin kwana 7.
4. Hukunce-hukunce da umarni
- Shawarwarin da DRC ta yanke suna ɗaure mu. Shawarwarin DRC suna ɗaure ku ne kawai idan kun yarda da su.
- Idan kun yarda da shawarar DRC, dole ne ku karɓa a cikin kwana 14. Idan ba ku amsa shawarar DRC a cikin kwana 14 ba, za a ɗauki ƴar kokenku a matsayin wadda an rufe.
- Dole ne mu bayar da kuɗin warwarewa a cikin kwana 28 daga lokacin da aka kai ga shawara.
- Idan an yanke shawara don amfaninmu, dole ne ku bayar mana da sakewa a cikin kwana 7 daga lokacin da aka yanke shawarar, kuma za a ɗauki ƴar kokenku a matsayin wadda an rufe.
5. Gargaɗi
Financial Commission tana karɓar ƙorafe-ƙorafe na ƴan kwana 45 bayan ranar da lamarin ya faru, kuma sai dai bayan mai ciniki ya yi ƙoƙarin warware batun kai tsaye tare da kamfanin.
Tambayoyin gaba ɗaya
Game da tambayoyi na gaba ɗaya game da asusun cinikinku waɗanda ba su kai matsayin ƙorafi na yau da kullun ba, ƙungiyarmu ta tallafi na nan a shirye don taimaka muku:
- Ku ziyarci Cibiyar Taimako namu don tambayoyin da ake yawan yi (FAQs) da jagorori.
- Ku tuntuɓe mu ta hanyar live chat a shafinmu na intanet don samun tallafi nan take.
