Principles of Client Satisfaction
- Our clients are the reason of our existence.
- The solutions provided by Alan Invest completely meets the demands of the clients
- Informing clients on time and directing them to right people/channels is one of the priorities in our client satisfaction principles.
- Services offered by Alan Invest are provided within the framework of legal obligations and client privacy.
- We consider all investors as the clients of Alan Invest regardless of whether they are clients of other institutions or not.
- We aim to establish a long- term, fair and a mutually profitable relationship with our clients.
- We give promises that we can keep. The basis of our relationship with our clients is established on honesty and transparency.
- We give importance to the ideas, suggestions any complaints, of our clients.
Management Process of Client Satisfaction and Complaints
The complaint management process of Alan Invest is providing objective, fair and standard solutions in strict confidence; within the framework of product and service quality.
Conveyance of Complaints
Our clients can reach us in three ways.
1) Through the form in Client Satisfaction/ Complaints section in the contact part of our website
2) Through sending an e-mail to firstname.lastname@example.org
3) Through sending a fax to +90 212 370 22 32
Even if the complaints are conveyed through different channels, they are compiled in a single platform and evaluated by a single department.
All of the complaints are recorded and evaluated within the legal framework. The clients are informed verbally or by e-mail or SMS, to ensure that their complaints are recorded. A tracking/reference number is assigned to each complaint, which enables clients to trace the status of their complaints.
Detailed Research and Notification
Complaints are resolved by our professional team, located in our Headquarters Office. Our aim is to bring a solution to these complaints at first stage. The complaints, which necessitate in-depth research and hence, cannot be resolved at the first stage, will be solved by our professional team. In such cases, clients are informed about the foreseen solution time and how their applications will be resolved in this process.
Finalization and Reply
Resolving client complaints rapidly is the main priority of Alan Invest. Each complaint is resolved through careful and a fair evaluation process. Clients are informed within 24 hours about their complaints provided their investor communication information is up- to- date. We inform our clients within the proposed reply time; if complaints cannot be resolved straight away after in-depth investigation of the matter.