Complaints Handling Procedure
EQT is committed to providing you with the highest standard of products and services. As part of this commitment, if you would like to file a complaint to recognise a right or redress harm related to our services, or should you wish to receive more information on how complaints are handled, please do not hesitate to contact our Complaints Handling Officer. You may do so in English or any official language of your country (or member state), as applicable, via email at:
Email address: [email protected]
Alternatively, you may wish to raise your complaint through the office addresses as linked below:
To help us investigate and resolve your complaint effectively, please provide us with the following information:
- Your identity and contact details;
- Details of the product/service that is the subject of the complaint (if applicable);
- Reason(s) for the complaint; and
- Where relevant, copies of any documentation supporting your complaint.
We will send you an acknowledgement of receipt within 3 business days, unless the answer itself is provided to you within this period. In this regard, we seek your understanding that some matters may be more complex and take longer to resolve. Should your complaint require further investigation, we will:
- acknowledge receipt of the complaint as soon as possible and in any case within 3 business days of receiving it;
- provide you with an indicative timeframe within which a reply may be expected; and
- endeavour to resolve your complaint in a fair and reasonable manner and in any case within 1 month of receipt.
We will work in partnership with you to resolve your concerns. If despite our best efforts, you feel that the response is unsatisfactory, you may request that we undertake a further review of your concerns, or refer the matter to independent dispute resolution schemes in your country for review.
We thank you for your continued support.