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Client Care Policy

Our Commitment to You

At Refund Agency Ltd, our mission is to provide expert digital asset recovery and financial dispute resolution services with clarity, professionalism, and empathy. We prioritize effective client care, transparent communication, and operational integrity in every case we manage.

When you engage our services, we commit to the following:

  • Treating all clients fairly, with respect, discretion, and courtesy
  • Taking all reasonable steps to avoid unnecessary delays or costs
  • Offering flexible communication and appointment options
  • Using clear, jargon-free language to explain complex matters
  • Ensuring open and responsive communication throughout the recovery process
  • Acting with transparency, professionalism, and high ethical standards
  • Safeguarding your privacy and handling your case with confidentiality
  • Assigning your case to a qualified specialist with relevant experience
  • Ensuring the resources and technology are in place to manage your claim efficiently
  • Following our internal service benchmarks and regulatory obligations
  • Representing your best interests throughout the process

Client Onboarding

Once we receive confirmation of your instruction, we will issue a Client Care Letter and our Terms & Conditions. These documents will outline:

  • The case manager assigned to your recovery
  • Their role and point of contact
  • The scope of service and recovery methodology
  • Payment structure or any estimated timelines
  • Your rights as a client under applicable laws and regulations

Turnaround & Timescales

While we work diligently to progress your case efficiently, some factors may affect timelines. These include:

  • Availability of your assigned recovery expert
  • Client responsiveness and availability of requested documents
  • The volume and complexity of blockchain or transaction data
  • The number of third parties involved (e.g. exchanges, platforms, regulators)
  • Delays caused by non-compliant or unregulated entities
  • Regulatory waiting periods, third-party due diligence, or legal verifications

We aim to keep you informed at each stage and adjust expectations when external delays occur.

Complaints Procedure

We are committed to providing the highest standard of service. However, if you are dissatisfied at any point, please inform us immediately. We have a transparent Complaints Procedure, which is available on our website and provided within your onboarding documents.

Complaints should be addressed in the first instance to:

Compliance Manager
Email: info@refund-agency.com

We will acknowledge your complaint promptly and aim to resolve it efficiently and fairly.

Feedback & Testimonials

We value all client feedback. Whether positive or constructive, your insights help us improve. You are welcome to share your experience by emailing info@refund-agency.com or leaving a review through one of our official communication channels.

Policy Oversight & Review

This client commitment policy is reviewed annually to ensure it reflects industry best practices, regulatory changes, and our evolving service model.

Last Reviewed: February 2025
Next Review Due: February 2027

The Compliance & Operations Director is responsible for overseeing the implementation and monitoring of this policy.