Complaints Handling Process

Complaints can be raised by

• Sending an email to the Arrows Global team at: [email protected]
• Writing to us at the Company’s business address at: Arrows Global Limited, Park House, Isle of Man Business Park, Braddan, IM2 2QZ, Isle of Man

When making a complaint, a client is requested to briefly set out all the facts regarding the issue and provide the following information:

• Name, identification number and contact details.
• Date, service and name of their designated contact person with us.
• Copies of any documentation supporting the complaint if available.

Upon receipt of a complaint, unless the client’s complaint can be resolved immediately, Arrows Global shall send a written acknowledgement to the client within two (2) working days from the date of receipt of the complaint. Where an electronic complaint form is filed, Arrows Global will provide the complainant with a copy of the complaint and inform the complainant that the complaint will be treated in accordance with our Complaints handling process and Privacy Policy by providing the link to both.

If an anonymous complaint is received, the Company will take note of the complaint however it may not be able to take specific action to address it. In the event a complaint is received from a third party who is an end-user of an Arrows Global client, Arrows Global may direct this end-user to resolve the matter with the client with whom this individual has a contractual obligation with.

Complaints may be withdrawn by a notification in writing to the Company, stating the basis for the withdrawal.

Arrows Global will endeavor to resolve any complaint promptly within fifteen (15) days from when the complaint was received by the Company. If the Company is not able to resolve the matter, the complaint will be escalated internally for further action.

Arrows Global does not charge clients for lodging a complaint.