Undercurrent News is committed to maintaining the highest standards in our price assessments and reporting. We value feedback from our subscribers and market participants and strive to address complaints promptly, fairly, and transparently.
Complaints can be made regarding
Concerns about the accuracy or methodology of a published price
Instances where you believe the methodology was not correctly followed
Issues related to the professionalism or behavior of Undercurrent News staff
To ensure efficient handling, please submit complaints in writing to: [email protected].
We will acknowledge receipt of your complaint within three business days.
A thorough investigation will be conducted by our compliance team, which may include
reviewing internal records, consulting market participants, and cross-referencing published
data
We aim to provide a detailed response to your complaint within 30 business days. If
additional time is required, we will inform you of the progress and expected timeline
If your complaint highlights a misunderstanding, we will clarify the situation.
If an error is identified, we will issue a correction and notify relevant subscribers.
If the complaint identifies an issue with our methodology, we may initiate a formal review.
We treat all complaints with the utmost confidentiality. Personal and company information
will only be shared internally for the purposes of investigation and resolution.
If you are dissatisfied with the outcome, you may escalate the matter to our senior
compliance officer for further review. Details on how to appeal will be included in our
response to your initial complaint.
We expect all complaints to be communicated respectfully. Similarly, our team will
address all concerns professionally and courteously. Any abusive or inappropriate
behavior will not be tolerated and may result in the termination of further
correspondence.
Undercurrent News uses feedback from complaints to refine our processes, improve transparency, and enhance the quality of our price assessments.
