Complainant Procedure

At Trade Assistance LLC, we are committed to providing a secure and transparent escrow service. While we strive for seamless transactions, we understand that disputes or concerns may occasionally arise. This Complainant Procedure outlines the steps you can take to address any issues effectively and ensures that your complaint is handled with fairness and diligence.

Our aim is to resolve all complaints promptly and amicably.

Contact Information for Complaints:

Email: info@trade-assistance.biz
Mail: Trade Assistance LLC, 7901 4th St N, St. Petersburg, FL 33702, USA
Phone: + 1 (888) 2082314

Step 1: Initial Complaint Submission

If you have an issue with a transaction or our service, the first step is to submit a formal complaint.

How to Submit Your Complaint:

Email (Preferred Method): Send a detailed email to info@trade-assistance.biz. This allows us to track your complaint efficiently and provides a written record.
Mail: You may also send your complaint via postal mail to our address. Please note that mail processing may take longer.

Information to Include in Your Complaint:

To help us investigate your complaint thoroughly and efficiently, please provide as much of the following information as possible:

Your Full Name:
Your Contact Information: (Email address and phone number)
Transaction ID/Reference Number: (Crucial for identifying the specific transaction)
Date of Transaction:
Nature of the Complaint: (Clearly describe the issue you are experiencing, including relevant dates, times, and individuals involved.)
Parties Involved: (Name and contact information of the other party in the transaction, if applicable.)
Supporting Documentation: (Attach any relevant documents, screenshots, communication logs, receipts, tracking information, or other evidence that supports your complaint.)
Desired Resolution: (Clearly state what outcome you are seeking, e.g., refund, item delivery, dispute resolution, etc.)

Acknowledgement of Receipt:

Upon receiving your complaint, Trade Assistance LLC will send you an acknowledgment email within 2 business days, confirming that your complaint has been received and assigned for review. This email will include a unique reference number for your complaint.

Step 2: Investigation and Review

Once your complaint is received, our dedicated support team will initiate a thorough investigation.

Our Process:

Review of Information: We will carefully review all the information and documentation you provided.
Internal Records Check: We will cross-reference your complaint with our internal transaction records and communication logs.
Contacting Involved Parties: Depending on the nature of the complaint, we may contact the other party involved in the transaction to gather their perspective and any relevant information.
Additional Information: We may reach out to you or the other party if we require additional information or clarification to fully understand the issue.

Timeline for Resolution:

We aim to provide a substantive response or a resolution to your complaint within 15 business days of acknowledging receipt. If, due to the complexity of the issue, we anticipate needing more time, we will inform you of the delay and provide an estimated timeline for resolution.

Step 3: Resolution and Communication

After completing our investigation, we will communicate our findings and proposed resolution to you.

Possible Outcomes and Resolutions:

Successful Resolution: If a resolution is reached, we will outline the steps taken (e.g., funds released, refund issued, item delivery confirmed).
Mediated Agreement: In cases of buyer-seller disputes, we will facilitate communication between both parties to reach a mutually agreeable resolution. Our role is to act as a neutral third party, applying the terms of the escrow agreement.
Escalation to Arbitration (for Buyer/Seller Disputes): If direct negotiation or our mediation efforts do not lead to a resolution between the buyer and seller, we may advise or require the parties to pursue formal binding arbitration. In such cases, the funds held in escrow will remain secure until a legally binding decision is made by the arbitrator. The cost of arbitration will typically be borne by the losing party or as determined by the arbitrator. We will provide information on how to proceed with this step, usually involving reputable third-party arbitration services.
Service Improvement: For complaints related to our service, we will outline any corrective actions or improvements implemented to prevent similar issues in the future.

Final Response:

Our final response will clearly explain our decision and the reasons behind it. We will also inform you of any further steps you can take if you remain dissatisfied.

Step 4: Further Action (If Applicable)

If you are not satisfied with the resolution provided by Trade Assistance LLC, you may have further avenues for recourse.

Binding Arbitration: As mentioned, for unresolved buyer-seller disputes, we may direct parties to binding arbitration as per the terms of our service agreement.
Legal Action: In some circumstances, parties may choose to pursue legal action. Trade Assistance LLC will comply with all legal requests and court orders.
Regulatory Bodies: You may have the option to contact relevant consumer protection agencies or financial regulatory bodies in your jurisdiction if you believe your consumer rights have been violated. (Please note: The specific regulatory bodies depend on the nature of the service and jurisdiction.)

Our Commitment

Trade Assistance LLC is dedicated to maintaining the trust and confidence of our clients. We take all complaints seriously and are committed to resolving them fairly, transparently, and in accordance with our terms of service and applicable laws. Your feedback is invaluable in helping us continuously improve our service.