Complaints Policy
Last updated: 15, February 2024
1. Purpose and Scope:
This Complaints Policy is established to provide a transparent and standardized process for handling and resolving complaints. The policy aims to uphold the highest customer service standards, enhance customer satisfaction, and ensure compliance with applicable laws and regulations.
2. Definition of a Complaint:
A complaint is defined as any expression of dissatisfaction, or concern, whether oral or written, raised by a customer, a customer’s employees or contractors who are subscribed to the Deel platform, or other related stakeholders regarding the services, products, or interactions with the Company that results in a formal request for corrective action, or otherwise warrants an investigation due to the nature and severity of allegations made.
3. Channels for Complaint Submission:
Complaints can be submitted through various designated channels, including but not limited to email, telephone, or through online submission forms such as the following: Customer Request Portal
4. Timelines:
Complaints will be acknowledged within 1 business day of the Company receiving notice of the complaint through the designated channel. Depending on the nature of the complaint, the Company will strive to resolve complaints within 15 business days, with periodic updates provided to the complainant if resolution takes longer.
5. Responsibilities:
Responsibilities for handling complaints will be clearly defined and assigned based on the type, severity, and potential impact of the complaint, with designated personnel at different managerial levels responsible for initial assessments, investigations, and decision-making.
6. Confidentiality:
All complaints and related information will be treated in a manner that seeks to protect the privacy of the complainant and the integrity of the investigation process, except unless otherwise permitted or required by law, or if materially relevant to any investigation. The Company cannot guarantee the confidentiality of all information provided by any complaint, especially information or allegations made concerning Deel’s personnel and business practices.
7. Documentation:
Documentation will be maintained for each complaint, including details provided by the complainant, nature of the complaint, actions taken, resolution provided, and records of any relevant conversations, meetings and correspondence. Records will be securely stored in accordance with data protection regulations and the Company’s record retention practices.
8. Investigation Process:
Complaints are not treated as other customer requests. They are handled by designated specialists trained to handle complex complaints.
Upon receipt of a complaint, an objective and thorough investigation will be conducted by trained personnel, who, where appropriate, were not directly involved in the subject matter of the complaint, and are assigned based on the nature and severity of the complaint.
9. Communication:
If you'd like to make a formal complaint that has not been resolved or addressed by Deel’s in-app chat and other customer service tools, please contact us at: escalations@deel.com. Please provide the following information:
You’ll need to tell us:
- your full legal name;
- the phone number and email address associated with your account;
- identify the issue ;
- when the problem arises and the corrective action you are seeking
Irrespective of the above, you always have the right to approach the out-of-court dispute resolution authorities mentioned below concerning any complaint about our service. You also have the right to apply to any competent court if you think we have breached the law.
12. Complaint Boards (CFPB and BBB):
The AML Compliance Officer and the customer services team will periodically search complaint boards, particularly the Consumer Financial Protection Bureau (CFPB) and Better Business Bureau (BBB), and provide timely written responses. The AML Compliance Officer will consider issues reported by customers to assess their impact on the AML Compliance program.
13. Training and Awareness:
Regular training programs will be conducted to educate employees on the Complaints Policy and relevant laws and regulations. Awareness initiatives will ensure a customer-centric culture across the organization.
14. Review and Improvement:
The Complaints Policy will be reviewed periodically to ensure alignment with applicable laws and regulations. Continuous improvement measures will be implemented based on feedback and emerging industry best practices.
This Complaints Policy has been reviewed and approved by Deel’s Legal Department to ensure compliance with relevant laws and regulations. All employees are expected to adhere to this policy, and any violations will be addressed in accordance with Company procedures.
