Customer Complaint and Satisfaction Procedure
Fonmap places the focus of its customer satisfaction system on sensitively handling questions, objections, complaints and other notifications from its customers regarding the services it offers. Fonmap evaluates the information it obtains throughout the process, makes improvements in the relevant processes and aims to increase customer satisfaction.
Fonmap welcomes feedback from its customers and offers the most appropriate solution in the shortest possible time. Feedback is handled and concluded fairly, objectively and impartially.
Communicating Feedback and Suggestions
You can send us any requests, feedback and suggestions regarding our services through the channels listed below.
Apart from these channels, you can also reach us by sending a message to our X account, through our customer representatives, or by filling out our contact form in the mobile application.
Processing and Finalization of Feedback and Suggestions
As Fonmap, we record the feedback we receive from our customers as soon as possible and inform them. After making the necessary examinations and evaluations, we inform our customers via phone, e-mail or in-app notifications.
Ensuring Customer Satisfaction and Improving Service Quality
Fonmap records every stage of the complaint management process to ensure customer satisfaction and improve service quality by performing accurate analyses. Fonmap regularly reviews these records and works to resolve frequently received suggestions and complaints first.
TSPB Customer Disputes Arbitration Board
If you believe that you have not received sufficient response and information in response to your complaints to Fonmap, you may apply to the Turkish Capital Markets Association Customer Dispute Arbitration Board. The Customer Dispute Arbitration Board is located within the Turkish Capital Markets Association (TSPB) and aims to evaluate and resolve disputes arising from capital market activities other than stock exchange transactions.
You must submit your TSPB application within sixty (60) days from the date our response is notified to you.
You can access detailed information about the functioning and procedures of the TSPB Customer Disputes Arbitration Board on the website www.tspb.org.tr.
Turkish Capital Markets Association Customer Dispute Arbitration Board Application Form