Complaint Procedure

Complaint Procedure

Effective Date: 25/1/2025

At Couple Connect Network, we are committed to ensuring a safe and positive experience for all our users. If you have a complaint or concern regarding our services, another user, or any aspect of the platform, we encourage you to follow the procedure outlined below to bring it to our attention.

1. Scope of the Complaint Procedure

This procedure applies to complaints related to:

• Misconduct or inappropriate behavior by other users.

• Technical issues or errors on the website.

• Payment disputes or subscription concerns.

• Violations of our Terms and Conditions or Privacy Policy.

2. How to Submit a Complaint

a. Online Complaint Form

We provide an online complaint form to streamline the process. To file a complaint:

1. Log in to your Couple Connect Network account.

2. Navigate to the "Help Center" or "Contact Us" section.

3. Select the "File a Complaint" option and complete the form with the following details:

   • Your name and email address.

   • A description of the issue or concern.

   • Supporting evidence (e.g., screenshots, messages, or transaction details).

   • Date and time of the incident.

4. Submit the form.

b. Email

Alternatively, you can email your complaint to us at [Insert Contact Email]. Please include the same details as outlined above.

3. Acknowledgment and Response

• Acknowledgment: Upon receiving your complaint, we will send an acknowledgment email within 24 hours to confirm receipt.

• Review Process: Our team will review your complaint thoroughly. Depending on the complexity of the issue, this process may take up to 7 business days.

• Response: You will receive a written response outlining the outcome of our investigation and any actions we intend to take. If additional information is required, we will contact you.

4. Resolution Process

a. User Misconduct

If your complaint involves another user:

• We may take actions such as warnings, temporary suspensions, or permanent bans depending on the severity of the violation.

• Your identity and complaint details will remain confidential.

b. Technical Issues

For technical concerns:

• We will prioritize resolving the issue and may contact you for further information to assist with troubleshooting.

c. Payment Disputes

If your complaint relates to payments:

• We will review transaction records and collaborate with our payment processor to address the issue.

• Refunds, if applicable, will be issued according to our refund policy.

5. Escalation

If you are dissatisfied with the resolution provided, you may escalate your complaint by:

• Requesting a review by a senior member of our team.

• Submitting additional evidence to support your case.

6. Abuse of the Complaint Procedure

We take all complaints seriously. However, misuse of this procedure, including submitting false or frivolous complaints, may result in the suspension or termination of your account.

7. Confidentiality

We respect your privacy and will handle all complaints with the utmost confidentiality. Your identity and the details of your complaint will only be shared with those directly involved in resolving the issue.

8. Contact Us

For further assistance, please contact us at:

Couple Connect Network
 

Email: info@couplesconnectnetwork.com