How quickly will I hear back from pitchIN?
You will receive a response from us within 7 business days of submitting your complaint. This response will acknowledge your concern and outline the next steps in resolving your issue.
Who will handle my complaint?
Your complaint will be assigned to an officer in the relevant department who has the expertise to address your specific concern. For example:
- Investment-related issues are managed by Operations team
- Technical problems are managed by our Technology team
- Issuer concerns are managed by our Corporate Service team
- Fundraising concerns are managed by the Deals team
What if the initial response doesn't resolve my issue?
If your complaint cannot be resolved at the department level, it will be escalated to our Complaints Oversight Committee - a senior management group dedicated to resolving complex issues and ensuring fair outcomes.
Can I check on the progress of my complaint?
Yes! You can check the status by contacting our customer service team through any of the available channels.