INTERNAL COMPLAINTS
1. Purpose
MFSD is committed to ensuring the quality, transparency, and fairness of its services in Alternative Dispute Resolution (ADR) and training activities. This Internal Complaint Policy provides parties and participants with a clear mechanism to raise concerns, seek clarification, or file complaints relating to MFSD’s URS services.
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2. Scope
This Policy applies to:
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Parties and representatives
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Registries
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Registrars
involved in ADR proceedings administered by MFSD.
It covers non-compliance issues raised parties involved against MFSD as URS approved-ICANN Provider with procedural obligations under URS Rules and Procedure. It does not cover complaints relating to the substance of decisions or determinations issued by neutral experts, which remain independent and final.
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3. Submission
Complaints may be submitted by completing the Internal Complaint Form available in the Contact Section of the MFSD website. Complaints must include:
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Name and contact details of the complainant;
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Description of the complaint, including relevant dates and supporting documentation;
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Desired outcome or remedy, if any.
Complaints can also be sent by email to: mfsd@mfsd.it.
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4. Handling
Acknowledgment: MFSD will acknowledge receipt of the complaint within 5 working days.
Assessment: The complaint will be reviewed by the MFSD Internal Complaint Officer, independent from the staff involved in the matter.
Resolution: MFSD will provide a written response within 30 calendar days. If additional time is required, the complainant will be informed accordingly.
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5. Escalation
If the complainant is not satisfied with the outcome, the matter may be escalated to the Chief Executive Officer (CEO) of MFSD for a final review.
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6. Confidentiality
All complaints will be treated with strict confidentiality. Personal data will be processed in compliance with applicable data protection laws.