Nature of Complaints

For this notice, “Ventus” encompasses Ventus Partners and all present and future subsidiaries and affiliates providing services.

Ventus is dedicated to delivering top-tier services. Should a client express dissatisfaction and wish to complain, Ventus is committed to promptly and equitably resolving such issues.

The term “client” includes any individual to whom Ventus provides, or has provided a paid service. A complaint, in this context, encompasses any expression of discontent by a client or their representative, whether verbal or written, alleging financial loss, distress, or inconvenience resulting from personal interactions with Ventus’s products, services, personnel, or third-party vendors acting on its behalf.

How to Lodge a Complaint with Ventus

Complaints can be raised, to your designated contact at Ventus or via email. We will acknowledge receipt of any complaint in writing within two business days.

Handling of Customer Complaints

In some instances, complaints may be resolved immediately upon initial contact. If immediate resolution is not feasible, a complaints officer, independent of any party involved in the complaint, will conduct an investigation. The complaints officer will thoroughly examine the complaint, seeking additional information from the client when necessary. We ensure transparent communication throughout the complaints process. Within 20 business days of receiving the complaint and completing the investigation, we will furnish you with a written response addressing the raised issues, along with details of any proposed further actions, including potential financial redress, where applicable.
If it is impracticable to resolve the complaint within 20 business days, we will explain the delay and provide an estimated reasonable timeframe for the issuance of our final response.

Please note: All Client engagements include a mutual non-disparagement agreement.