Complaint and Grievance Policy - Aimer Merchants Ltd.

Official Policy Document

Effective Date: 2 June 2026
Last Updated: 2 June 2026

This Complaint and Grievance Policy explains how Aimer Merchants Ltd. receives, reviews, manages, responds to, and resolves complaints, concerns, grievances, service issues, billing disputes, communication problems, document-related concerns, confidentiality concerns, and other client feedback.

Aimer Merchants Ltd. is committed to providing professional, transparent, respectful, and client-focused service. We value client feedback and aim to address genuine concerns in a fair, timely, and responsible manner.

By using our website, contacting us, submitting documents, requesting consultation, or engaging us for any professional service, you acknowledge and agree to this Complaint and Grievance Policy.

1. About Aimer Merchants Ltd.

Aimer Merchants Ltd. is a Bangladesh-based professional consultancy firm providing services related to wealth management, tax and VAT consultancy, IPO consultancy, accounting services, legal documentation, capital market investment guidance, and business advisory support.

Our contact details are:

Aimer Merchants Ltd.
Shams Parasol, Flat C1, House 5, Road 21, Gulshan 1, Dhaka-1212, Bangladesh
Email: info@aimermerchants.com
Alternative Email: aimer.merchants@gmail.com
Phone: +880 1726 685 550
WhatsApp: +880 1726 685 550

2. Purpose of This Policy

The purpose of this policy is to provide a clear process for clients to raise concerns and for Aimer Merchants Ltd. to handle complaints professionally.

This policy aims to:

Give clients a formal way to submit complaints
Ensure complaints are recorded and reviewed
Help resolve service-related issues fairly
Improve client communication
Reduce misunderstanding
Maintain professional accountability
Protect client confidentiality
Improve service quality
Identify areas for internal improvement
Ensure client concerns are not ignored

3. Scope of This Policy

This policy applies to complaints related to:

Wealth management advisory
Tax consultancy
VAT consultancy
Accounting services
IPO consultancy
Legal documentation support
Capital market investment guidance
Business advisory
Financial planning support
Client document handling
Consultation services
Communication delays
Service delays
Billing and payment disputes
Refund or cancellation concerns
Confidentiality concerns
Website inquiries
Third-party coordination arranged through Aimer Merchants Ltd.
Professional conduct of Aimer Merchants Ltd. team members

This policy applies to clients, prospective clients, authorized representatives, business owners, investors, partners, vendors, and other persons who have a genuine service-related concern.

4. What Is a Complaint?

A complaint is any expression of dissatisfaction made to Aimer Merchants Ltd. about our service, communication, conduct, document handling, billing, delay, advice, or process where a response or resolution is expected.

A complaint may relate to:

Service quality
Delay in response
Delay in work completion
Miscommunication
Incorrect information
Billing issue
Refund concern
Document handling concern
Confidentiality concern
Professional behavior
Third-party coordination issue
Website form response issue
Failure to follow agreed scope
Lack of clarity in fees or timeline
Dissatisfaction with consultation process

5. What Is Not Treated as a Complaint?

The following may not be treated as formal complaints under this policy:

General service inquiries
Requests for updates
Requests for new consultation
Requests for additional services
Disagreement with lawful professional advice
Dissatisfaction caused by market loss
Dissatisfaction caused by tax/VAT authority decision
Dissatisfaction caused by government or regulatory delay
Dissatisfaction caused by third-party rejection
Dissatisfaction caused by IPO non-allotment
Dissatisfaction caused by bank, broker, asset manager, legal professional, auditor, accountant, or other independent third-party action
Complaints based on false, incomplete, or misleading information provided by the client
Abusive, threatening, defamatory, or bad-faith communication

However, even if a matter is not treated as a formal complaint, Aimer Merchants Ltd. may still review it as feedback where appropriate.

6. How to Submit a Complaint

Clients may submit complaints through any of the following channels:

Email
WhatsApp
Phone call
Written letter
In-person visit
Website contact form
Authorized representative communication

For proper recordkeeping, we recommend submitting formal complaints by email whenever possible.

Complaints may be sent to:

Email: info@aimermerchants.com
Alternative Email: aimer.merchants@gmail.com
Phone/WhatsApp: +880 1726 685 550

7. Information Required in a Complaint

To help us review a complaint properly, the client should provide:

Full name
Phone number
Email address
Company name, if applicable
Service type
Date of service or consultation
Name of the Aimer Merchants Ltd. representative, if known
Invoice or payment reference, if applicable
Description of the issue
Relevant documents or screenshots
Communication records, if any
Expected resolution
Whether the complaint is urgent
Any deadline or legal/regulatory concern related to the matter

Incomplete complaints may take longer to review.

8. Complaint Acknowledgment

Aimer Merchants Ltd. will try to acknowledge formal complaints within a reasonable time after receiving them.

Acknowledgment may be provided through:

Email
Phone call
WhatsApp message
Written response
In-person confirmation

The acknowledgment does not mean that the complaint is accepted as valid. It only confirms that the complaint has been received for review.

9. Initial Review

After receiving a complaint, Aimer Merchants Ltd. may conduct an initial review to understand:

Nature of the complaint
Service involved
Urgency of the issue
Documents related to the matter
Communication history
Payment status
Service scope
Third-party involvement
Whether immediate action is needed
Whether the complaint falls under this policy

If more information is needed, we may contact the client for clarification.

10. Complaint Investigation

Depending on the complaint type, Aimer Merchants Ltd. may review:

Client emails
WhatsApp messages
Phone call notes
Meeting notes
Service agreement or scope
Invoice and payment records
Documents submitted by the client
Documents prepared by Aimer Merchants Ltd.
Internal work records
Third-party communication
Timeline of service activity
Previous advice or consultation notes
Applicable policies

The purpose of investigation is to understand the facts and determine whether corrective action is required.

11. Expected Response Timeline

Aimer Merchants Ltd. aims to respond to complaints within a reasonable time.

Simple complaints may be resolved quickly. Complex complaints involving documents, third-party coordination, tax/VAT matters, investment issues, legal documentation, accounting records, or service history may require more time.

If a complaint requires extended review, we may inform the client and provide an update where possible.

Delays may occur if:

Client documents are incomplete
Additional clarification is required
Third-party input is needed
The matter involves regulatory or government processes
The complaint involves historical records
The issue requires management review
The matter involves legal, tax, VAT, accounting, or investment complexity

12. Possible Outcomes

After reviewing a complaint, Aimer Merchants Ltd. may take one or more of the following actions:

Provide clarification
Correct an error
Apologize where appropriate
Explain the service scope
Provide additional guidance
Revise a document within agreed scope
Re-check submitted information
Escalate internally
Coordinate with a third-party provider
Offer rescheduling
Offer service adjustment
Review refund eligibility
Reject the complaint with explanation
Recommend independent professional advice
Terminate service where necessary
Take internal corrective action

The appropriate outcome will depend on the facts, service scope, policy terms, and applicable circumstances.

13. Escalation Process

If a client is not satisfied with the initial response, the client may request escalation.

An escalation request should include:

Original complaint details
Previous response received
Reason for dissatisfaction
Additional supporting documents
Requested resolution

Escalated complaints may be reviewed by senior management or an authorized person within Aimer Merchants Ltd.

Aimer Merchants Ltd. may provide a final response after escalation review.

14. Billing and Payment Complaints

Billing complaints may relate to:

Invoice amount
Payment confirmation
Duplicate payment
Refund request
Service fee misunderstanding
Third-party charges
Government fees
Bank or transaction charges
Cancellation charges
Retainer fees
Advance payment concerns

Billing complaints will be reviewed according to the agreed service scope, invoice, payment record, Refund and Cancellation Policy, and any written communication between the parties.

Clients should provide payment proof and transaction reference when submitting billing complaints.

15. Refund-Related Complaints

Refund-related complaints will be handled according to our Refund and Cancellation Policy.

A refund is not automatically granted simply because a complaint has been submitted.

Refund eligibility depends on:

Service type
Work completed
Professional time spent
Advice already provided
Documents reviewed
Drafts prepared
Third-party charges incurred
Government fees paid
Client-side delay or error
Service scope
Cancellation timing
Written terms agreed before payment

16. Service Delay Complaints

Clients may submit complaints if they believe there has been an unreasonable service delay.

Aimer Merchants Ltd. will review whether the delay was caused by:

Internal service issue
Client-side document delay
Missing information
Delayed approval by client
Unpaid fees
Third-party delay
Government authority delay
Portal downtime
Public holidays
Regulatory process
Bank or brokerage process
Force majeure event

If the delay is caused by factors beyond Aimer Merchants Ltd.’s reasonable control, we may provide clarification but may not be responsible for the delay.

17. Document Handling Complaints

Clients may raise concerns about document handling, including:

Missing documents
Incorrect document version
Unclear document request
Delay in document return
Confidential document concern
Digital document access issue
Wrong attachment
Physical document custody issue

Aimer Merchants Ltd. will review document records, communication history, and handling process.

Clients should keep original copies of important documents unless originals are specifically required for service delivery.

18. Confidentiality Complaints

Aimer Merchants Ltd. takes client confidentiality seriously. If a client believes confidential information has been wrongly accessed, disclosed, shared, or mishandled, the client should contact us immediately.

The complaint should include:

Type of information involved
Date of suspected issue
How the client became aware of the issue
Persons or platforms involved
Supporting evidence
Urgency of the matter

We will review confidentiality complaints according to our Privacy Policy and Client Confidentiality Policy.

19. Tax, VAT, and Accounting Complaints

Complaints related to tax, VAT, or accounting services may involve:

Return preparation
VAT documentation
TDS/VDS calculation
Accounting records
NBR-related notices
Financial statements
Tax planning guidance
Filing support
Document review
Compliance communication

Such complaints will be reviewed based on documents provided by the client, agreed scope of work, advice given, applicable information available at the time, and whether the client provided accurate and complete records.

Aimer Merchants Ltd. is not responsible for issues caused by false, incomplete, delayed, or misleading information provided by the client.

20. Investment and Wealth Management Complaints

Investment and wealth management-related complaints may involve:

Service communication
Risk explanation
Investment planning support
Capital market guidance
IPO-related support
Third-party coordination
Portfolio discussion
Documentation support

Clients should understand that Aimer Merchants Ltd. does not guarantee investment profit, IPO allotment, market performance, portfolio growth, dividend, listing gain, or capital protection.

Complaints related to market loss, price fluctuation, IPO non-allotment, or third-party investment performance may not be treated as service failure by Aimer Merchants Ltd.

21. Third-Party Service Complaints

Some services may involve third-party professionals or organizations, including:

Tax consultants
VAT consultants
Accountants
Auditors
Lawyers
Brokerage firms
Asset management companies
Banks
Government offices
Regulatory authorities
Payment providers
Technology service providers
Courier or documentation service providers

Aimer Merchants Ltd. may assist in communication or escalation where appropriate, but independent third parties are responsible for their own service quality, fees, timelines, decisions, privacy practices, and professional obligations.

Complaints about third-party services may need to be raised directly with the relevant third-party provider.

22. Complaints Made by Authorized Representatives

A complaint may be submitted by an authorized representative on behalf of a client.

Aimer Merchants Ltd. may request proof of authority, such as:

Authorization letter
Power of attorney
Board resolution
Email confirmation from client
Written instruction
Identity verification of representative

We may refuse to discuss confidential client matters with a person whose authority is not verified.

23. Anonymous Complaints

Aimer Merchants Ltd. may review anonymous complaints where they contain enough information to identify a genuine issue.

However, anonymous complaints may be difficult to investigate or resolve if:

Client identity is unknown
Service details are missing
Documents are unavailable
Communication history cannot be verified
Follow-up is impossible

For proper resolution, clients are encouraged to provide their identity and contact details.

24. Bad-Faith, Abusive, or False Complaints

Aimer Merchants Ltd. reserves the right not to respond to complaints that are:

Abusive
Threatening
Harassing
Defamatory
Repetitive without new information
Made in bad faith
Based on false information
Intended to pressure unlawful action
Intended to avoid valid payment
Intended to damage reputation unfairly
Submitted by unauthorized persons

We may take appropriate action where false or malicious complaints cause harm.

25. Confidentiality of Complaint Handling

Complaints will be handled confidentially as far as reasonably possible.

Information related to a complaint may be shared only with:

Authorized Aimer Merchants Ltd. personnel
Relevant professional partners
Third-party service providers involved in the matter
Legal advisers
Government or regulatory authorities, where required
Persons authorized by the client
Parties necessary for dispute resolution

Complaint records will be handled according to our Privacy Policy and Client Confidentiality Policy.

26. Recordkeeping

Aimer Merchants Ltd. may keep records of complaints, responses, supporting documents, internal reviews, decisions, and resolutions.

Complaint records may be kept for:

Service improvement
Legal protection
Dispute resolution
Compliance review
Internal training
Client relationship management
Audit or documentation purposes
Future reference

Retention periods may vary depending on the nature of the complaint and service relationship.

27. Client Cooperation

Clients are expected to cooperate reasonably during complaint review.

This includes:

Providing complete information
Sharing relevant documents
Responding to clarification requests
Avoiding false statements
Communicating respectfully
Allowing reasonable time for review
Keeping complaint communication confidential where appropriate
Not using threats or abusive language

Failure to cooperate may delay or limit the complaint review process.

28. No Waiver of Legal Rights

Submitting a complaint under this policy does not remove any legal rights the client may have under applicable law.

Similarly, responding to a complaint does not mean Aimer Merchants Ltd. accepts legal liability unless specifically stated in writing.

This policy is intended to support fair internal complaint handling and client service improvement.

29. Relationship with Other Policies

This Complaint and Grievance Policy should be read together with our:

Privacy Policy
Terms and Conditions
Professional Disclaimer
Investment Risk Disclosure
Tax and VAT Advisory Disclaimer
Client Confidentiality Policy
KYC and AML Policy
Conflict of Interest and Third-Party Disclosure
Refund and Cancellation Policy

Where a complaint relates to a specific issue, the relevant policy may also apply.

30. Policy Updates

Aimer Merchants Ltd. may update this Complaint and Grievance Policy from time to time to reflect changes in services, internal procedures, legal requirements, client service standards, or business operations.

The updated version will be posted on our website with the revised “Last Updated” date.

Continued use of our website or services after policy updates means you accept the revised Complaint and Grievance Policy.

31. Contact Us

For complaints, grievances, service concerns, or feedback, please contact us: