Purpose
Reach an evidence-based decision, provide appropriate redress and communicate a clear final response within the target timeframe, as mandated by section 9 (Resolution and Response) of the approved Client Complaints Handling Manual.
Resolution Requirements
Bitkaya aims to resolve complaints within 30 business days from acknowledgment. If additional time is required, the complainant will be informed of the reason and provided with a revised timeline. The final response is delivered in writing and includes a clear summary of the complaint, key findings from the investigation, the decision and rationale, and any remedial or corrective actions (refunds, adjustments, staff retraining, etc.). All responses are written in clear and understandable language and stored in the complaints register.
Steps
| # | Action | Details | Evidence |
|---|---|---|---|
| 1 | Review investigation findings and confirm decision authority | Review the investigation findings; confirm who holds decision authority. | Decision record |
| 2 | Determine the outcome | Whether the complaint is upheld, partly upheld, not upheld, or otherwise resolved. | Decision record |
| 3 | Define proportionate redress and corrective action | Refunds, adjustments, staff retraining, or other remedial or corrective actions as appropriate. | Corrective-action plan |
| 4 | Complete resolution within target timeframe | Aim to complete resolution within 30 business days from acknowledgment. | Resolution timeline record |
| 5 | Notify complainant of any delay | If additional time is required, inform the complainant of the reason and provide a revised timeline. | Delay communication record |
| 6 | Prepare the written final response | Include: a clear summary of the complaint, key findings from the investigation, the decision and rationale, and any remedial or corrective actions (refunds, adjustments, staff retraining, etc.). | Final response document |
| 7 | Use clear and understandable language | Ensure all responses are written in clear and understandable language. | Final response document |
| 8 | Obtain required approvals | Legal, Compliance, management, or financial approval before release. | Approval record |
| 9 | Deliver securely and record the final-response date | Deliver securely, record the final-response date in the complaints register, and track corrective actions to closure. | Register entry and delivery evidence |
| 10 | Store the final response in the complaints register | Store the final response in the complaints register. | Register closure record |
Records
- Decision and approval
- Redress and corrective-action plan (refunds, adjustments, staff retraining, etc.)
- Delay communication with reason and revised timeline, where applicable
- Final response (written in clear and understandable language) including: complaint summary, key findings, decision and rationale, remedial/corrective actions
- Final-response date recorded in the complaints register
- Delivery evidence and register closure
Relationships
- Policy: POL-COMP-001 Client Complaints Handling Manual
- Process: PRC-CPO-001 Client Protection and Operations
- Control: CTRL-COMP-005 Ensure Complaints Are Resolved Remediated and Answered on Time
History
- 2026-07-28: Enriched with full operational details from PDF section 9 (30-day timeline, delay notification, final response contents, clear language, register storage).
- 2026-07-26: Created from section 9 of the approved COMP Manual.