RemiDirect Inc

Complaint Handling Policy Effective Date: March 15, 2025

1. Purpose

   
   

   This Complaint Handling Policy ("Policy") outlines how RemiDirect Inc ("RemiDirect" or the "Company") receives, manages, and resolves complaints from customers, partners, and the public. It ensures transparency, accountability, and compliance with U.S. federal and state financial regulations, including consumer protection, money transmission, and data privacy laws.

   
   

2. Scope

   
   

   This Policy applies to all complaints relating to:

   
   

   • Use of RemiDirect's platform or services

     
     

   • Customer service experiences

     
     

   • Payment, transfer, or transaction issues

     
     

   • System-related technical errors

     
     

   • Alleged employee or agent misconduct

     
     

   • Violations of RemiDirect's Terms of Use, Privacy Policy, or AML procedures

     
     

3. Definition of a Complaint

   
   

   A complaint is any expression of dissatisfaction (oral or written) concerning the products, services, operations, personnel, or practices of RemiDirect Inc.

   
   

4. How to File a Complaint

   
   

   Complaints may be submitted via the following channels:

   
   

   • Email: support@remidirect.com

     
     

   • Web Portal: www.remidirect.com/support

     - Phone: +1 (312) 584-2580

     
     

   • Mail: Compliance Department, RemiDirect Inc, 1301 W 22nd Street, Suite 801, Oak Brook, IL 60523, USA

     
     

5. Complaint Handling Procedure

   
   

   • Acknowledgment:

     
     

     All complaints will be acknowledged within 2 business days of receipt.

     
     

   • Investigation:

     
     

     The complaint will be assessed by the Compliance or Customer Relations Team in line with applicable laws and internal policies.

   • Response & Resolution:

     
     

     A written resolution will be sent within 15 business days. If additional time is needed, the complainant will be informed.

   • Escalation:

     
     

     If unresolved, complaints may be escalated to the Compliance Officer or executive team for final review.

     
     

6. Data Privacy & Confidentiality

   
   

   RemiDirect handles all complaints in accordance with its Privacy Policy, the Gramm-Leach-Bliley Act (GLBA), and other applicable data protection laws. Personal information collected during the complaint process will be used solely for resolution purposes and securely maintained.

   
   

7. Record Keeping

   
   

   Complaint records will be retained for at least 5 years in compliance with state and federal money transmission regulations.

   
   

8. No Retaliation

   Retaliation against anyone submitting a complaint in good faith is strictly prohibited.

   
   

9. Regulatory Reporting

RemiDirect will report complaints to relevant regulatory agencies (e.g., CFPB, FinCEN, or state money transmitter regulators) when required by law.

Approved By:

Compliance Committee, RemiDirect Inc Date: March 15, 2025