Dispute Resolution

At Milliora, we place great importance on customer satisfaction and aim to resolve any issue our users may experience in a fair, transparent, and swift manner. This page explains how you can submit your complaints and disputes and how they are handled.

Our Approach

Milliora is committed to treating every complaint seriously and impartially. Our goal is to reach a fair resolution for both parties by carefully examining the issue you experience. All disputes are evaluated within the framework of our Terms and Conditions and applicable regulations.

How to Submit a Complaint

If you experience any problem or disagreement related to our services, you can follow the steps below:

1. Contact Customer Support: As a first step, please contact our customer support team via live chat or email. Most issues are resolved quickly at this stage. Please describe your complaint clearly and, if possible, attach supporting information such as your account details, relevant dates, transaction numbers, and screenshots.

2. Escalation: If your issue is not resolved at the customer support stage or you are not satisfied with the outcome, you may request that your complaint be escalated to the relevant department. Your complaint will be reviewed in more detail by a senior team.

3. Written Notification: For your complaint to be handled effectively, please provide the details as fully and accurately as possible. Incomplete or inaccurate information may extend the resolution time.

Evaluation Process

Once your complaint reaches us, it is recorded and a reference number is assigned. Our team examines the issue by reviewing all relevant records and information. During this process, additional information or documents may be requested from you.

We endeavor to respond to your complaint within a reasonable time. In cases that are unusually complex or require detailed investigation, the process may take longer; in such cases, we will keep you informed about the status of your complaint.

Impartiality and Records

All complaints and disputes are handled impartially and according to our internal procedures. The information and correspondence related to your complaint is recorded in accordance with our Privacy Policy and stored securely.

Independent Resolution

If you are not satisfied with the resolution we have reached, or if a decision cannot be reached between us regarding your complaint, you have the right to apply to the relevant independent resolution body or the licensing/supervisory authority. In such cases, our customer support team can share the relevant contact information with you.

Contact

For any complaint or dispute, you can reach our customer support team via live chat or by email at [email protected]. We are here to help you as quickly and fairly as possible.