NFG Crypto, a brand of uBankxx LTD ("we," "us," or "our"), is committed to providing high-quality services to all our customers. We value your feedback and take complaints seriously. This Complaints Policy outlines our procedures for handling complaints related to our crypto payment processing services (the "Service"). 

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How to Lodge a Complaint 

 If you have a complaint about any aspect of our Service, you can contact us in the following ways: 

• Email: Send an email to compliance@nfg-crypto.com 

 When lodging a complaint, please provide as much detail as possible, including your name, contact information, a description of the issue, and any relevant documentation or evidence. 

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Complaint Handling Process 

Upon receiving a complaint, we will follow these steps to address and resolve the issue:

1. Acknowledgement: We will acknowledge receipt of your complaint promptly, usually within [insert timeframe], and provide you with a reference number for tracking purposes.

2. Investigation: We will conduct a thorough investigation into the matter, including gathering relevant information and speaking with any individuals involved. This process may take up to [insert timeframe], depending on the complexity of the issue.

3. Resolution: Once the investigation is complete, we will propose a resolution to address your concerns. This may involve taking corrective action, providing compensation or refunds, or offering alternative solutions. We will communicate our proposed resolution to you in writing.

4. Feedback: We welcome your feedback on our proposed resolution. If you are satisfied with the outcome, we will consider the matter resolved. If you are not satisfied, you may request further review or escalate the complaint to a higher level within our organization.

5. Closure: Once the complaint has been resolved to your satisfaction, we will close the case and update our records accordingly. We will also monitor for any recurring issues or trends to prevent similar complaints in the future. ​

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Escalation Process

If you are not satisfied with the initial handling of your complaint, you may escalate the matter to a higher level within our organization. 

Please follow these steps:​

1. Supervisor or Manager: If you are dissatisfied with the proposed resolution, you may request to speak with a supervisor or manager within our customer support team. They will review the case and work with you to find a satisfactory resolution.

2. Executive Management: If you are still not satisfied after speaking with a supervisor or manager, you may request to escalate the complaint to executive management. You can address your concerns to [insert executive contact details]. Executive management will conduct a final review of the case and make a decision on any further actions to be taken.

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Confidentiality and Privacy  

We treat all complaints with strict confidentiality and respect your privacy. We will only disclose information related to your complaint to individuals who need to know for the purpose of investigating and resolving the issue. We will not use your personal information for any other purpose without your consent. 

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We value your feedback and use complaints as an opportunity to improve our services. We may analyze complaint data to identify recurring issues, trends, or areas for improvement. Your feedback helps us enhance our processes and provide a better experience for all our customers.​

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Contact Us

If you have any questions or concerns about this Privacy Policy, or if you would like to exercise your rights or make a complaint, please contact us at support@nfg-crypto.com