Complaints Policy

This Policy defines the principles, mechanisms and deadlines for considering complaints from customers, partners and site visitors. https://thecapital.com.ua (hereinafter referred to as the “Site”). We, at T.H.E. Capital, we strive to provide exceptional service in the premium real estate sector. At the same time, we recognize the importance of open dialogue and effective response to any complaints or comments.

This Policy has been developed in accordance with the Law of Ukraine “On Citizens' Appeals”, the Law of Ukraine “On Consumer Rights Protection” and other applicable regulatory legal acts.

In today's business environment, openness to feedback is a sign of responsibility and trust. We not only consider appeals, but also perceive them as an opportunity to become better - for every client, partner or visitor to our site.

Scope of application

The policy applies to all complaints, suggestions and requests received via the online form, telephone, in person or in writing, including in the following cases:

Quality of consulting, brokerage or legal services.
Inaccuracy or lack of information on the website.
The behavior or actions of company employees.
Violation of confidentiality rules or personal data processing.
Problems with service or communication with the manager.
Support in transactions with luxury real estate objects.

Complaints channels

We accept complaints and appeals in a form convenient for the client:

Online in the form of a chat on the Site.
Phone: +380 73 459 18 58
Personal application: in the offices (see address). here).
Postal shipment: email: thecapital [email protected]

Application requirements

In order for us to process your request quickly and efficiently, please provide:

Full name of the applicant.
Contact details (phone number, email).
A detailed description of the situation, dates, place, names of persons, if known.
Evidence (if available): screenshots, documents, audio/video, etc.

Anonymous complaints are considered only in cases where their content allows for an objective verification.

Procedure and deadlines for consideration

Acknowledgement of receipt of complaint

You will receive confirmation of acceptance of your application within 1-2 business days of receipt.

Standard review period

The application is considered within 5 business days from the date of registration.

Complicated cases

If more time is required to analyze the situation (e.g., third-party involvement, expert assessment, document verification), the deadline may be extended to 15 business days. In such a case, we will notify the applicant.

Decision notification

You will receive an official response in the same form in which you submitted your application (email, phone, letter, etc.).

Each request is considered individually, taking into account all the details and context. We do not use template responses - our goal is to provide a meaningful and fair response, not a formal response.

Company guarantees

We guarantee:

Confidentiality of all information provided.
Objectivity in considering each application.
Transparency of procedures.
Responsibility for timely response.
Openness to improving our services.

We believe that only through open communication can we achieve high standards in the field of services. That is why every complaint is not a burden for us, but a tool for development.

Appeal (reconsideration)

In case of disagreement with the response, the applicant has the right:

Submit a second application with additional facts.
Contact the company's senior management.
In cases of conflict, contact state regulatory authorities, the court, or local governments.

We encourage constructive discussion. If the initial response does not meet the client's expectations, we are ready to review the situation again, gather more facts, and consider alternative solutions.

Systematic work with appeals

THE Capital regularly analyzes applications in order to:

Identifying typical problems.
Improving the quality of service.
Increasing customer trust.

We conduct internal reporting and monitoring of appeals, evaluating the effectiveness of our complaint handling system on a quarterly basis.

Complaints are markers of stress points in customer interactions. We study not only individual cases, but also trends: which requests are repeated, where difficulties arise most often, and which solutions work most effectively.

Last update: 30.07.2025/XNUMX/XNUMX