What to do if a support request is not resolved quickly enough, and how to escalate step by step as a registered Connect user.
TL;DR
- Start with support for day-to-day questions.
- Escalate to your Account Manager, if your company has one, when something is unresolved after 1 business day.
- Escalate to the Operations Lead for anything unresolved after 2 business days, or for formal complaints.
Escalation flow
Formal complaints
If you are not satisfied with the outcome after escalating to the Operations Lead, you can submit a formal complaint:
- Email support@finqle.com with subject Formal complaint.
- Include your company name, KVK number, a description of the issue and the steps already taken.
- You receive written acknowledgment within 5 business days and a substantive response within 4 weeks.