Complaints & Dispute Resolution

1. Our commitment

We are committed to fair, transparent and timely handling of complaints. We treat complaints as an opportunity to put things right and to improve the service. Raising a complaint does not affect your other rights, including the right to contact a supervisory authority.

2. How to submit a complaint

Send complaints to complaints@sentrix.world. To help us respond quickly, please include:

• Your name, organisation and preferred contact details.
• A clear description of the issue and what happened.
• Relevant dates, references or account identifiers.
• The outcome or resolution you are seeking.

Data-protection concerns may also be sent to privacy@sentrix.world, and security matters to security@sentrix.world.

3. Acknowledgement & resolution timelines

• Acknowledgement — within 2 business days of receipt.
• Investigation — we review the matter and may contact you for more detail.
• Resolution — we aim to provide a substantive response within 30 days. If a complaint is complex and needs longer, we will explain why and give a revised timeframe.

4. Escalation & independent resolution

If you are not satisfied with our response, you may ask for the matter to be escalated for a further, independent internal review. Where a contract specifies a dispute-resolution mechanism, that process applies. For data-protection complaints, you also have the right to lodge a complaint with your local supervisory authority. Depending on the nature of the dispute and applicable law, an independent dispute-resolution body or competent authority may also be available.